Communication Specialist - Customer Service Center

Job Description

WHAT YOU’LL DO

As a Customer Service Communication Specialist at H&M Group, your role is pivotal in ensuring exceptional customer experiences and effective communication across all touchpoints. You contribute to added customer value, a strong brand and increased fashion perception by being responsible for communication development and adapting internal communications to the market needs. By leveraging your expertise in customer service, communication strategies and stakeholder management, you contribute to enhancing brand reputation, customer & colleague satisfaction as well as operational efficiency. Acting in line with our values, you’ll contribute to both your own success and the success of the company.

You will:

• Act as a specialist in communication both in terms of setting and executing communication strategies and plans in alignment with H&M Group, H&M Brand and our Portfolio Brands.
• Plan, drive, execute and follow up your communication activities in a timely and structured manner according to business objectives.
• Responsible for content management and guidelines for Customer Service pages and Customer contact channels as well as securing the right tone of voice
• Ensure internal communications’ consistency and effectiveness by creating internal communication processes, guidelines, and ready-to-use tools.
• Partner with relevant stakeholders on improvements of processes and procedures in the customer journey.           

WHO YOU’LL WORK WITH​

You will work alongside the Global CS Communications Team, working in your assigned markets in Region East Europe and other stakeholders within and outside Customer Service to create and maintain engaging and helpful content within your areas. Contributing to creating an inspiring and welcoming environment. Alongside your team, you'll play a vital role in helping customers feel confident in the support and problem solving that we offer. Our customer service centres are an important part of our company, where customers experience our support firsthand. By building meaningful connections with customers through our communication channels, we make fashion accessible and sustainable for all.

WHO YOU ARE​

We are looking for people with…​

• Communication, Marketing, or business degree / relevant experience.
• Experience from working in a communication team within Customer Service is meriting
• Excellent communication and presentation skills in English and Polish, both written and spoken
• Strong communicator with great ability to influence and inspire others.
• Advanced office 365 user
• Inclusive, positive, open to feedback

And people who are…​

• Passionate about fashion and delivering an exceptional experience while promoting our products and driving sales.
• Thriving in collaborative and dynamic environments.
• Communicative, creative, curious to work with technology, with a strong eagerness to learn and develop.
• Flexible and action oriented.

JOIN US​ 
This is a full-time permanent position, starting according to the agreement. The role is based in Warsaw, Poland. If you feel that your experience, skills and ambitions are a match, send us your application through the career site, no later than 8th of June 2025.

Note that due to GDPR we only handle applications via our career site. 

BENEFITS

We offer all our employees at H&M Group attractive benefits with extensive development opportunities around the globe. All our employees receive a staff discount card, usable on all our H&M Group brands in stores and online. Brands covered by the discount are H&M (Beauty and Move included), COS, Weekday, Monki, H&M HOME, & Other Stories, ARKET, Afound. In addition to our staff discount, all our employees are included in our H&M Incentive Program – HIP. You can read more about our H&M Incentive Program here.

Additionally, what’s in it for you: 

• 25% discount in all H&M brands.
• H&M Incentive share scheme (HIP)
• Sport card or access to Multilife Program with employer’s contribution for you & optionally for dependent members.
• Life insurance in attractive price.
• Private medical insurance with employers’ contribution for you & optionally for dependent members.
• Bonus for referring a friend to work in H&M.
• Glasses compensation.
• Hybrid work model (3 days WFO / 2 days WFH).

Inclusion & Diversity

At H&M Group, we’re determined to create and maintain inclusive, diverse and equitable workplaces through