Customer & CRM Analyst, Region Central Europe (m / f / d)

As a Customer & CRM Analyst for Region Central Europe, you will be responsible for analyzing customer data and supporting the CRM agenda, ensuring an effective utilization of CRM data to enhance customer relationships, improve customer experiences, and drive business growth. Your role involves overseeing data management and collaborating with cross-functional teams to leverage customer data for targeted marketing campaigns and personalized customer interactions across paid and owned media activities. You will play a key role in optimizing customer engagement, retention, and loyalty through the effective use of CRM tools and analytics.

Key responsibilities :

1. CUSTOMER DATA ANALYSIS
2. Utilize and analyze CRM data to gain insights into customer behavior, preferences, value development, and interactions with the company.
3. Analyze and visualize customer data to identify trends and opportunities to optimize customer engagement and satisfaction.

1. CRM STRATEGY IMPLEMENTATION
2. Collaborate with marketing and sales teams to support the development and implementation of CRM strategies aligned with business goals.

1. CUSTOMER JOURNEY OPTIMIZATION
2. Utilize global frameworks to analyze and drive customers through the customer journey and identify opportunities for improving customer experiences and engagement together with cross-functional teams.

1. PERFORMANCE TRACKING
2. Track key performance indicators (KPIs) related to CRM activities, such as customer retention, customer lifetime value (CLV), and engagement metrics, to identify opportunities to reach target customers better and drive incremental sales.

1. DIAGNOSIS AND TARGET SETTING
2. Work with the team to identify how performance aligns with long-term goals and diagnose reasons for success or challenges. Specifically, understand the health of the customer base and how it influences overall strategy.
3. Use these insights to support strategic planning and set new long-term goals.

Qualifications

To succeed as a Customer & CRM Analyst, you should have a strong customer and commercial focus with proven results-driven experience. You are analytical, insight-driven, and interested in customer behavior and its impact on experience & engagement, as well as future business value. You excel at translating insights into actionable strategies and communicating findings clearly to stakeholders across functions. You are comfortable working strategically and hands-on with data analysis and visualization.

What you need to succeed :

• Bachelor's degree in Marketing, Business Analytics, Economics, or a related field; advanced degrees or certifications are a plus.
• Proven experience (3+ years) in CRM management, customer analytics, or related roles.
• Self-motivated, results-oriented problem solver with strong business acumen.
• Knowledge of customer journey mapping, experience principles, and business analysis.
• Excellent communication and presentation skills to convey insights and support decision-making.
• Competence in digital/tech tools and omnichannel strategies.
• Proficiency in data analysis and reporting tools, including SQL (GCP, Redshift, SAS) and visualization tools (Power BI, Tableau, Looker).
• Experience with Python and R is desirable but not mandatory.

Additional Information

This is a full-time role, based in Region Central Europe, with a hybrid working arrangement. Applications should be submitted via Smart Recruiters by the specified deadline.

We offer attractive benefits, development opportunities, staff discounts across H&M Group brands, and participation in our H&M Incentive Program (HIP). Benefits may vary by country and employment type.

Inclusion & Diversity

H&M Group values diversity and inclusion, aiming to create equitable workplaces. We consider all diversity dimensions in our recruitment process and encourage applications without cover letters to minimize bias.

Company Description

H&M offers fashionable, affordable, and sustainable clothing, from latest styles and designer collaborations to wardrobe essentials. Learn more about H&M.