Loyalty Business Expert

H&M; Stockholms kommun; On-site; SEK 700,000 - 900,000; Full time

Benefits offered by this job

Staff discount

HIP incentive program

Job summary

H&M is seeking a Loyalty Business Expert in Stockholm within our Global Marketing department to translate loyalty strategy into engaging member experiences globally. You will collaborate across markets to ensure the membership proposition is clear, relevant and consistently executed for customers.

You will combine customer insights with commercial thinking, turning opportunities into actionable concepts, recommendations and clear business requirements.

Qualifications

• Around five years of relevant experience in loyalty, CRM, personalisation, digital customer experience, e-commerce or customer-focused marketing.
• Experience developing customer propositions, journeys or customer-facing experiences into clear concepts and guidelines.
• Experience across brand, marketing, content and digital/physical touchpoints is highly relevant.

Responsibilities

• Develop and evolve loyalty initiatives, benefits, partnerships and member engagement activities.
• Lead loyalty initiatives from strategy to delivery, defining success measures and driving improvements.
• Identify opportunities to strengthen member engagement, retention and business impact with cross‑functional teams.
• Ensure loyalty is integrated across member journeys, marketing communications and customer touchpoints.
• Represent Loyalty in planning forums and partner with CRM, Digital, Retail, Brand, Marketing Steering, Commercial and Tech teams.
• Bring an outside‑in view on loyalty trends and assess opportunities for H&M with clear business rationale.

Skills

Loyalty programs

CRM

Personalisation

Digital CX

E-commerce

Marketing

Job description

As a Loyalty Business Expert at our Global Marketing department, you will play a key role in developing H&M’s global loyalty program and translating our loyalty strategy into relevant and engaging experiences for our members.

You will work across functions, markets and channels to develop loyalty initiatives and ensure that the membership proposition comes to life in a clear, relevant and consistent way for our customers.

You will combine customer and commercial thinking with strong cross‑functional collaboration, turning opportunities and customer needs into concepts, recommendations and business requirements.

WHAT YOU’LL DO

You will:

• Develop and evolve loyalty initiatives, benefits, partnerships and member engagement activities, translating loyalty strategy and objectives into actionable concepts, recommendations and business requirements.
• Lead loyalty initiatives from strategy to delivery, defining success measures, monitoring performance and turning insights and learnings into improvements.
• Identify opportunities to strengthen member engagement, customer identification, retention and business impact, working closely with Loyalty Analysts and other relevant business teams
• Ensure loyalty is effectively integrated and communicated across member journeys, marketing communications and customer touchpoints.
• Represent Loyalty in relevant planning and development forums, partnering with CRM, Digital, Retail, Brand, Marketing Steering, Commercial and Tech teams to prioritise and bring initiatives to life.
• Bring an outside‑in perspective on loyalty, membership and customer engagement trends, assessing opportunities for H&M based on relevance, feasibility and clear business rationale.

Qualifications

WHO YOU ARE
We are looking for someone who combines strategic and commercial thinking with a strong ability to make things happen in a complex, cross‑functional environment.

We are looking for people with..

• Around five years of relevant experience within loyalty, membership, CRM, personalisation, digital customer experience, e‑commerce, marketing or another customer‑focused commercial field.
• Experience developing customer propositions, journeys or customer‑facing experiences and translating them into clear concepts, marketing communication, requirements or guidelines.
• Experience working across brand, marketing, content and digital or physical customer touchpoints is highly relevant.
• Experience supporting multi‑market launches or rollouts and developing scalable guidelines for how customer propositions come to life across channels is an advantage.
• Experience working in a global, cross‑functional organisation and collaborating across markets and central functions is beneficial.
• Previous experience in loyalty or membership is an advantage. Strong transferable experience within customer engagement, CRM, personalisation, brand or digital proposition development can be equally relevant.

And people who are...

• Customer‑focused and commercially minded, with a strong understanding of how customer propositions translate into engaging customer experiences.
• Structured and comfortable navigating ambiguity, with the ability to turn complex customer and business needs into clear recommendations, concepts and priorities.
• A strong collaborator and stakeholder manager who can build alignment across functions, markets and different areas of expertise.
• Comfortable moving between strategic questions and hands‑on development of initiatives.
• Curious and proactive, with an outside‑in perspective and an interest in how loyalty, membership and customer engagement continue to evolve.

Additional Information

WHO WE ARE

H&M Group is a global companyofstrong 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 with extensive development opportunities around the globe.

• 25% staff discount on all our H&M Group brands, both in stores and online (H&M, COS, Weekday, Monki, H&M HOME, & Other Stories and ARKET)
• H&M Incentive Program – HIP

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 permanent role based in Stockholm.

by 30th October 2026