At H&M I led the the localized strategy for The Netherlands and Switzerland. Key achievements were growing the customer base through the customer loyalty program in both markets, and being a global business expert developing customer relations being an integral part of the global strategy.

Reached 46% YoY growth in The Netherlands and 58% YoY growth in the Swiss customer base. In addition, I’ve been a mentor to the Customer Loyalty Managers whom where leading the H&M Member program in the U.S. and Germany.

Next to that, worked on several projects to secure a strong customer experience within the physical H&M stores and external locations. Responsible from concept development, MarCom approach, production to reporting on the outcome. Worked on 360 campaigns linked to exclusive collaborations such as Balmain for H&M, Erdem for H&M, Conscious Exclusive & Studio. Other responsibilities to drive success of the program:

• Commercial planning. Through cross-functional collaboration decide on special offers, activities, and partnerships to make the loyalty program attractive.

• Staff engagement. Building and leading staff training to ensure information about H&M Member is spread across 100+ stores.

• Brand partnerships. Teamed up with key opinion leaders, experiential partners and media titles to unique benefits, create a stronger connection to H&M, or develop exclusive experiences for our loyal customers.

• In-store communication. Develop in-store material to build awareness for H&M Member across 100+ stores.