CRM Automation Specialist

SmartRecruiters, Inc.; Stockholms kommun; On-site; SEK 550,000 - 750,000; Full time

Job summary

H&M Group is seeking a CRM Automation Specialist based in Stockholm to design, run, and optimise automated CRM journeys that drive engagement, retention, and revenue across our owned channels.

You will own the end-to-end lifecycle of CRM journeys—from setup and testing to launch and iterative improvement—while translating performance insights into concrete optimisation actions for global and local markets.

Qualifications

• 2–5 years of experience within CRM execution, lifecycle marketing, or marketing automation.

Responsibilities

• Build, operate, and optimise automated, data-triggered CRM journeys across email, push, and other owned channels.

Skills

Hands-on CRM execution

Analytical mindset

Data-driven optimization

Cross-functional collaboration

Strong written and spoken English

Education

Bachelor’s degree in Business, Marketing, Economics, Communication or related field

Tools

Braze

Salesforce

Klaviyo

MoEngage

Job description

Are you ready to shape customer relevance at scale byleveragingdata, insights, and automation to deliver highlypersonalisedexperiences at the moments that matter most?

As aCRM Automation Specialist,you will play a key role in designing, running, and continuouslyoptimisingour portfolio ofautomated, triggered CRM journeys.

This role goes beyond execution. You will actively help define how automation and lifecycle journeys drive conversion, retention, loyalty, andlong‑termcustomer value. You will workhands‑onwith journeys while thinking strategically about customerbehaviour, lifecycle progression, and commercial impact.

Triggered communication is a key growth area for us, and in thisroleyou will directly contribute to increasing its share of overall CRM value by strengtheningalways‑onjourneys and improving their effectiveness over time.

In this role, you will:

• Build,operate, and continuouslyoptimiseautomated,data‑triggeredCRM journeys across email,pushand other owned channels.
• Own theend‑to‑endlifecycle of CRM journeys: setup, testing, launch, iteration, and ongoingoptimisation.
• Translate performance insights, test results, and customerbehaviourdata intoclearoptimisationactions that improve engagement, retention, and revenue.
• Support the evolution of our lifecycle and automation strategy, ensuring journeys drivelong‑termcustomer value, not justshort‑termresults.
• Collaborate closely with local markets to adapt andlocaliseglobal CRM journeys, improving relevance and performance whilemaintainingconsistency.
• Strengthen loyalty and membership engagement by turning initiatives into relevant,timely, andvalue‑addingCRM experiences.
• Ensurehigh‑qualityexecution while safeguarding relevance, customer value, and brand consistency across markets.
• Actively explore new automation, segmentation, andpersonalisationopportunities to raise the impact of ouralways‑onCRM portfolio.
  

WHO YOU’LL WORK WITH

You will be part of our Global CRM team, working closely with CRM Strategist, Data Scientists, Creative teams, Marketing Technology, and platform partners, while reporting to the CRM Manager.

Together, you will ensure that ouralways‑onjourneys and CRM communications work together to deliver impactful,customer‑centredexperiences that support both engagement and commercial growth across our owned channels.

WHO YOU ARE

We are looking for someone who combines stronghands‑onCRM execution skills with a curiosity foroptimisation, data, and customerbehaviour- and who enjoys owning journeys end to end.

You are comfortable working close to the details while also understanding how automated CRM contributes to retention, loyalty, andlong‑termcustomer value.

We believe you have:

• ABachelor’s degree in Business, Marketing, Economics, Communication, or a related field.
• 2-5 years of experience within CRM execution, lifecycle marketing, or marketing automation.
• Hands‑onexperience building and running automated CRM journeys in platforms such as Braze, Salesforce,Klaviyo,MoEngage, or similar.
• Strong ability toanalysejourney performance and customer data, and turn insights into clearoptimisationopportunities that drive incremental value.
• Confidence presenting recommendations, insights, and learnings within a large,cross‑functionalorganisation.
• An analytical mindset and eagerness to test, learn, and continuously improve customer journeys and automation setups.

And youare someone who is:

• Highlydetail‑oriented, structured, and reliable in execution.
• Comfortable collaborating across disciplines, regions, and markets.
• A clear and confident communicator, with strong written and spoken English skills.
• Curious, proactive, and motivated by improving customer experiences and lifecycle performance over. time and improving our standards when it comes to AI & personalization.
  

WHO WE ARE

H&M Group is a global company of strong fashion brands and ventures. Our goal is to prove that there is no compromise between exceptional design, affordable prices, and sustainable solutions. We want to liberate fashion for the many, and our customers are at the heart of every decision we make.

We are made up of thousands of passionate and talented colleagues united by our shared culture and values. Together, we want to use our power, our scale, and our knowledge to push the fashion industry towards a more inclusive and sustainable future.

WHY YOU’LL LOVE WORKING HERE

At H&M Group, we are proud to be a vibrant and welcoming company. We offer our employees attractive benefits and extensive development opportunities across the globe.You’llbe part of a collaborative environment where your ideas matter, and where you can grow yourexpertisewithin CRM,data‑drivenmarketing, and global communication.

JOIN US

Our uniqueness comes from a combination of many things - our inclusive and collaborative culture, our strong values, and opportunities for growth. But most of all,it’sour people who make us who we are.

This is a full-time position based in Stockholm.

We are committed to a recruitment process that is fair,equitable, and based on competency. We therefore kindly ask you to not attach a cover letterinyour application.