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About the Role

Plan and optimize CRM communication across email, push, SMS, and WhatsApp, using customer data to enable personalized journeys through the marketing automation platform. Collaborate across teams to align owned media, campaigns, and membership activities, ensuring consistent communications and supporting commercial goals.

Responsibilities

• Plan and optimize communication across CRM channels (Email, Push, and when applicable SMS and Whatsapp) in line local marketing calendar
• Leverage the Marketing Automation Platform (MAP) to enable data-driven, automated customer journeys and campaign communications across CRM channels
• Oversee global E-mail and Push activities to ensure global and local communications align
• Use customer data and segmentation to deliver personalized and relevant content that drives conversion and membership growth
• Support Commercial team with SEO actions
• Coordinate with Paid Media Leads to align owned media activities with paid and earned campaigns, ensuring omni-channel consistency
• Collaborate with production and commercial roles to brief and execute campaign plans that balance brand and sales objectives, and ensure alignment with QCP
• Responsible for planning local events and partnerships related to the H&M Membership program and planning local Mission activation according to global guidelines

Requirements

• Degree in Marketing, Comms., Business or related field
• Knowledge of email, app, and digital channel management
• Strong analytical and data interpretation skills
• Proficient in campaign performance tracking and reporting tools
• Excellent communication and stakeholder management skills
• Experience in CRM, or media planning (preferably in retail or e-commerce)

Skills

• CRM
• Media Planning
• Email Marketing
• Push Notifications
• SMS Marketing
• WhatsApp Marketing
• Marketing Automation Platform (MAP)
• Customer Data Analysis
• Content Personalization
• SEO
• Stakeholder Management
• Campaign Performance Tracking
• Reporting

Location

• Toronto Support Office

Work Type

• On-site
• Salaried
• Exempt

Experience Level

• Experience in CRM
• Experience in media planning

Education Level

• Degree in Marketing, Comms., Business or related field

Salary/Compensations

• $97,200

Benefits

• Employee discount at H&M, & Other Stories, and COS
• Access to Colleague Resource Groups (CRGs)
• Access to a large global talent community

About the Company

• H&M is a values-driven organization, guided by its 7 unique values that have been part of its success story for over 75 years.

Equal Opportunity

• We value diverse backgrounds, including but not limited to race, ethnicity, gender, age, religion, sexual orientation, and disability.
• We are an inclusive company where you’re encouraged to be yourself at work.