Omni Global Store Operating Model Lead i Stockholm

The H&M group is on an exciting journey to meet and exceed our customers' expectations today, tomorrow and in the future. Rapid technological development and new customer behaviours are transforming the fashion retail industry. To cater the individual needs and desires of our millions of customers, Business Tech delivers technological solutions for the entire value chain for all our brands.  

We continuously surprise and delight our customers and accelerate our business - by releasing the power of people, data and technology. We explore new ways of working, have a customer focused mindset, embrace our strong values and release the power of our people to innovate and develop products that make a meaningful impact to customers all over the world.

Heightened customer expectations, advancements in technology, rise of omnichannel commerce… these are only a few of the factors reshaping the world of retail today.

The traditional approach to how we Operate and define success in our Physical Stores is no longer viable and we must transform to exceed industry benchmarks, providing the modern and relevant Omni Customer Experience our customer’s desire.

Are you an experienced leader and retail strategist, with the skills to challenge, develop and implement an Omni Store Operating Model and inspire sustainable change across a Global Organisation?

Are you truly Customer Centric, and driven by the desire to maximize every customer interaction in the physical store and empower our colleagues to spend time on the moments that matter?

If so, then the role of Omni Store Operating Model Lead is the perfect opportunity for you!

Sales & Commercial Operations Support is a truly global function that today consists of approx. 45 employees. We are made up of the functions Merchandising, Visual, Store Operations and Planning & Communication. Our mission is “With the customer in focus, we make it possible for our regions and the H&M brand to reach our sales and profit goals by supporting and enabling both central and local functions”. 

As the lead for the Omni Store Operating Model development, you play a vital role in the Customer Centric transformation of our Global Physical Store portfolio - Constantly evaluating the role of the physical store in a fast-changing multi-channel retail landscape.

Some of your main areas of responsibility will be to:
 

• Challenge, develop and implement the Omni Store Operating Model across the Organisation with the ambition to maximize every customer interaction.
• Evaluate the physical store as part of the full customer journey, designing new methods and customer interactions to create a modern, Omni Customer Experience.
• Challenge our approach to customer service in the store; from customer facing roles, through recruitment strategy and candidate profiles
• Support in developing methods in how we onboard, train and upskill store colleagues to be our brand ambassadors, fashion interested and with relevant knowledge.
• Support implementation of new metrics to reflect the true impact of the physical store on our OMNI revenue stream and customer lifetime value
• Provide input and expectations to Brand Controlling to ensure store operating cost development is aligned with Omni Store Operating model needs over the long term.
• Use Omni insights and analysis to ensure development of our Omni Store Operating Model exceeds industry benchmarks.

To be successful as Global Store Operating Model Lead we believe that:

• You are a true People person and energised by how one person can influence the other to create sustainable organisational change.
• You have some experience leading large and complex change journeys with multiple stakeholders including at senior level.
• You have a strong understanding of how the Physical Store Operates and the role of the store in creating a seamless, Omni Customer Experience.

As a leader, you believe in a non-hierarchical culture of collaboration, transparency, and trust. You act with integrity and are guided by a growth mindset and our H&M values. You have a holistic mindset and focuses on the success of the whole company and not only on the success of the own business. You proactively involve and co-create with different stakeholders and truly believes that diversity increases the quality of decisions. You passionately engage and empowers others to turn visions into reality with an authentic and influential leadership presence.

This is a permanent, full-time assignment and you will report to Pete Black – Head of Global Store Operations.

If you feel that your experience, skills and ambitions are right for this role, please send your resume (no need for cover letter) latest 24th September.

We look forward to receiving your application!

H&M is committed to creating a Diverse & Inclusive environment and we are actively looking for qualified candidates irrespective of race, gender, gender identity, sexual orientation, ethnicity, religion, national origin, disability or age.

At H&M Group we strive to have a fair and inclusive recruitment process. We kindly ask you to not attach cover letter in your application as they often contain information that can easily trigger unintentional biases.

Be Yourself & More at H&M!