Job Description

Are you ready to shape customer relevance at scale by leveraging data, insights, and automation to deliver highly personalised experiences at the moments that matter most?

As a CRM Automation Specialist, you will play a key role in designing, running, and continuously optimising our portfolio of automated and triggered CRM journeys.

This role goes beyond execution. You will actively help define how automation and lifecycle journeys drive conversion, retention, loyalty, and long‑term customer value. You will work hands‑on with journeys while thinking strategically about customer behaviour, lifecycle progression, and commercial impact.

Triggered communication is a key growth area for us, and in this role you will directly contribute to increasing its share of overall CRM value by strengthening always‑on journeys and improving their effectiveness over time.

In this role, you will:

• Build, operate, and continuously optimise automated, data‑triggered CRM journeys across email, push and other owned channels.
• Own the end‑to‑end lifecycle of CRM journeys: setup, testing, launch, iteration, and ongoing optimisation.
• Translate performance insights, test results, and customer behaviour data into clear optimisation actions that improve engagement, retention, and revenue.
• Support the evolution of our lifecycle and automation strategy, ensuring journeys drive long‑term customer value, not just short‑term results.
• Collaborate closely with local markets to adapt and localise global CRM journeys, improving relevance and performance while maintaining consistency.
• Strengthen loyalty and membership engagement by turning initiatives into relevant, timely, and value‑adding CRM experiences.
• Ensure high‑quality execution while safeguarding relevance, customer value, and brand consistency across markets.
• Actively explore new automation, segmentation, and personalisation opportunities to raise the impact of our always‑on CRM 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 our always‑on journeys and CRM communications work together to deliver impactful, customer‑centred experiences that support both engagement and commercial growth across our owned channels.

WHO YOU ARE

We are looking for someone who combines strong hands‑on CRM execution skills with a curiosity for optimisation, data, and customer behaviour - 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, and long‑term customer value.

We believe you have:

• A Bachelor’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‑on experience building and running automated CRM journeys in platforms such as Braze, Salesforce, Klaviyo, MoEngage, or similar.
• Strong ability to analyse journey performance and customer data, and turn insights into clear optimisation opportunities that drive incremental value.
• Confidence presenting recommendations, insights, and learnings within a large, cross‑functional organisation.
• An analytical mindset and eagerness to test, learn, and continuously improve customer journeys and automation setups.

And you are someone who is:

• Highly detail‑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’ll be part of a collaborative environment where your ideas matter, and where you can grow your expertise within CRM, data‑driven marketing, 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’s our people who make us who we are.    

This is a full-time position based in Stockholm. Please apply as soon as possible by submitting your CV in English. Due to data privacy regulations, we only accept applications through our career page.

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 letter in your application.