CRM Manager to H&M Marketing

Job Description As our next CRM Manager, you will have a defining role when taking the lead in shaping how we engage and build long‑term relationships with millions of customers across the globe. This is a role for a senior people‑centered leader who thrives on developing talent, driving clarity, and creating high‑performing ways of working. If you are energized by turning strategy into action, empowering a passionate team, and elevating CRM to new heights, this is your opportunity to make a meaningful impact at scale. What you’ll do In this role, you’ll lead and develop our global CRM function, ensuring that our planned and triggered communications and campaigns deliver impactful, customer‑centered experiences across H&M’s owned channels. Own and drive the global CRM and planned communications strategy, ensuring a strong and scalable CRM engine across both planned and triggered communications in email, app, and other owned channels aligned with the global marketing plan. Act as the key CRM interface across Marketing Steering, Creative Production, Tech, and regional teams, ensuring strong cross-functional alignment while proactively identifying dependencies, risks, and opportunities to improve delivery and ways of working. Lead, coach, and develop the global CRM team, establishing clear ownership across strategy, planned communications, campaigns, automation, data, and execution. Set priorities and define effective ways of working, fostering collaboration, accountability, and clarity across the team and its key stakeholders. Translate the global campaign calendar into high-impact CRM executions, ensuring consistent quality, strong testing practices, and continuous follow-up and optimization. Oversee the development and performance of automated CRM journeys and planned communications, ensuring robust setup, tracking, analysis, and continuous optimization within the marketing automation ecosystem. Who you’ll work with You will be part of the Global Marketing Organi