Regional Head of Customer Service, Region Central

Vor 5 Tagen

Hamburg, Deutschland H&M Vollzeit

Company Description

Do you want to join H&M on a journey, changing the way we define a seamless customer experience? If you feel that you have a genuine passion for growing businesses and see yourself in a role contributing to added customer value, a strong brand and digital growth. Then join us and take part in changing the way we work with omni.

In line with our Faster forward strategy, H&M is on a journey to again become a truly customer focused company. The goal is to create clear ownership, fuel our salesmanship, enable speed and build on our passion for the customer throughout the organization. We´re putting our passion for the customer at center, upgrading the customer experience and taking it to the next level. We´re changing our way of working to be able to offer our customers a seamless shopping experience on their own terms - where they want and when they want it. This means that we need to accelerate our omni customer experience and put omni at the core of our business

**Job Description**:
As REGIONAL HEAD OF CUSTOMER SERVICE (Region CEU), you are responsible for developing and driving a localized CS offer that is relevant and competitive in the region. Guided by data, insights, goals and KPI:s, you will implement global strategies, while adding the regional perspectives, and you will be one of the key stakeholders in developing our customer service offer.

Teamwork is key Using your proven leadership and communication skill, you initiate and contribute to strategically wise cross functional omni collaborations and partnerships. Working alongside other functions in the region, as well as establishing a clear structure for how to partner with the Central CS Function, to truly build a seamless customer service. Together with your function you will work towards making sure that we have a strong and competitive market relevant customer service offer, being there for our customers whenever and wherever they need us

**Key Responsibilities Include**:

- Building a locally relevant customer service offer together with the region, based on our customer needs, market competition and overall customer experience vision.
- Contribute to a 360 view of the customer journey to relevant stakeholders in the region and markets.
- Creating and establishing Customer Service goals together with the region. Securing an understanding of the goals and KPI’s and how to drive them together
- Collaborate regionally and globally with relevant functions to constantly adapt and challenge plan based on changing customer behaviors and patterns
- Focus on the vision for the region and sales markets, delivering both long-term and short-term activities and results. You are responsible for the digital Customer Service and with an omni mindset you drive and contribute to collaborations, partnerships and new ways of working together with other functions to deliver an omni CS experience

**Qualifications**:

- You have strong commercial focus and are insight and data driven, with a proven ability to drive results and work towards goals
- You are an experienced manager, senior leader and have a proven track record of driving processes cross functionally and create business results
- You have an insights driven approach to business growth, where you take responsibility and accountability to deliver results
- You bring your CS colleagues onboard on the regions vision through an inspiring, clear and including communication

Additional Information

We are looking to have a mix of people that work in a way that optimizes our decision making, team performance and ultimately helps us reflect, respect and relate to our employees and customers.

**We are looking forward to hearing from you

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