Loyalty Manager to H&M Marketing

Job Description As our new Loyalty Manager, you will shape the global loyalty vision that touches millions of customers and directly influence H&M’s loyalty direction for years to come. In this role, you won’t just optimize a loyalty program – you’ll redefine what loyalty means in modern fashion retail, building an offering that is insight-driven, technologically advanced, and culturally relevant across markets. If you’re looking for a career-defining challenge with global impact, this role is for you. WHAT YOU’LL DO In this role, you will be responsible for the end-to-end ownership of H&M’s global loyalty proposition by setting clear priorities, focus areas, and objectives for the global loyalty team. Own and evolve the global loyalty strategy and proposition, ensuring it drives customer engagement, retention, and long-term value while aligning with broader Marketing, CRM, Digital, and Commercial priorities. Lead, coach, and develop a high-performing loyalty team, spanning proposition development, activation, customer experience, data capture, and analytics, while fostering a collaborative, insights-driven, and results-oriented culture. Drive the continuous evolution of the loyalty operating model, identifying opportunities to improve capabilities, ways of working, and cross-functional collaboration to unlock measurable customer and business value. Translate loyalty insights and performance into clear priorities and strategic decisions, ensuring initiatives are guided by customer behavior, data, and commercial impact. Champion loyalty as a strategic growth driver across the organization, strengthening alignment between marketing, product, digital, and regional teams to deliver a seamless and compelling member experience. WHO YOU’LL WORK WITH You will be part of the Global Marketing Organisation, belonging to Marketing Activation and reporting to Head of Marketing Activation. You will collaborate closely with the CRM Manager, Planned Communications Manager, and c