{"id":3269376,"url":"https://alion.io/job/hm-group-global-customer-experience-manager","title":"Global Customer Experience Manager","company":{"id":3700,"name":"H&M Group","domain":"hmgroup.com","url":"https://alion.io/company/hmgroup","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":81,"open_postings":112,"ghost_share":0,"stale_share":0.964,"repost_share":0,"time_to_fill_p50_days":14,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":38000,"max_usd":99000,"period":"year","method":"role_country_seniority_unknown","sample_n":221},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-26T09:56:54Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-11-01T15:58:57Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"COS offers a wardrobe of ready-to-wear and accessories rooted in exceptional quality and lasting design. The brand has an elevated aesthetic that embodies luxury with an emphasis on craftsmanship, innovation and compelling fashion movements.\n The Global Customer Experience Manager defines and delivers the global in-store service strategy, shaping how the brand is experienced by customers across all markets. Working across Retail, Brand and Operations, the role owns the design, performance and continuous evolution of the service programme-from defining service standards through to enabling consistent execution in-store. As the global owner of the customer experience, you will partner with regional teams to drive adoption, establish clear frameworks and embed service behaviours that elevate customer engagement, colleague confidence and commercial performance-ensuring a consistent, high-quality experience across the global retail network\nWhat you will do:\nService strategy & programme ownership\nOwn and evolve the global in-store service strategy and standards\nTranslate brand and customer expectations into clear service behaviours\nMaintain a scalable, commercially relevant service programme\nAssociate enablement & capability\nDevelop tools and content to support consistent service delivery\nEnsure content is clear, practical and relevant for store teams\nMaintain and update materials in line with business priorities\nRegional partnership & adoption\nPartner with regional teams to drive adoption and execution\nProvide guidance and support to embed service standards\nMonitor adoption and address gaps through targeted actions\nPerformance & insight\nDefine and track consumer experience KPIs\nAnalyse NPS, feedback and performance data to identify improvements\nTranslate insight into clear actions and recommendations\nCross-functional collaboration\nAlign service strategy with Brand, Marketing and Operations priorities\nEnsure clear communication of service updates and standards\nContribute to broader customer and retail experience initiatives\n Consumer experience expertise\nStrong Retail understanding of in-store service and customer expectations\nConnects service performance to commercial outcomes\nTranslates strategy into practical, store-ready execution\nProgramme delivery & execution\nProven ability to design and deliver global programmes\nHighly organised, managing multiple workstreams effectively\nTakes ownership of delivery and quality standards\nData, insight & decision-making\nConfident using NPS, feedback and performance data\nIdentifies trends and drives continuous improvement\nUses insight to inform decisions and prioritisation\nCollaboration & ways of working\nBuilds strong relationships across global and regional teams\nCommunicates clearly and adapts to different audiences\nProactive and solutions-focused, comfortable with ambiguity\nInfluences without authority to drive alignment and outcomes\nBehaviours based on our values\nDelivery & Execution: Ability to produce high-quality, accurate work, prioritise effectively and meet deadlines. You should also be able to demonstrate resilience under pressure.\nProblem Solving & Judgment: Ability to analyse issues logically, use data and evidence to guide decisions & anticipate and address issues before they arise.\nCommunication: Able to communicate clearly in writing and verbally, you should be able to explain technical or complex points simply and keep stakeholders informed and updated.\nCollaboration: Abiloity to work constructively with other colleagues, share knowledge and support teammates. You should also be openminded and accept feedback professionally.\nAdaptable & Curious: You should be able to adjust to changing priorities, learns new tools and processes quickly and show curiosity and self-development\n This is a Permanent contract based at our Head Office in London.\nIf you feel this opportunity is exciting feel free to apply by sending in your CV in English as soon as possible. Due Due to data policies, we only accept applications through our career page.\nWe value collaboration and believe that great ideas thrive when we work closely together. Therefore, this role is primarily office-based, with3 days per week at the office to foster teamwork and engagement. 2 days per week, you’ll have the flexibility to work remotely.\nWHY YOU’LL LOVE WORKING HERE\nWe offer all our employees attractive benefits with broad development opportunities. All our employees receive a staff discount usable on all our H&M Group brands in stores and online. In addition to our staff discount, all our employees are included in our H&M Incentive Program - HIP. You can read more about our H&M Incentive Program here.\nIn addition to this UK- based colleagues also receive\nUp to 25 days holiday \nAnnual health checks \nPension scheme \nDiscounts on various activities and financial/lifestyle products via our benefits hub \nCycle to work scheme \nDiscounted gym membership \nEmployee assistance via retail trust \nPrivate health & dental care \nJOIN US\nOur 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. 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.\nWe look forward to hearing from you\nTo ensure we provide an insightful experience to our candidates, and we support their understanding of the role scope and responsibilities for this role, we use an online assessment method for skills-based recruitment with our recruitment processes. You will need to complete it as part of the application and screening process. Your responses will be scored by an assessment tool that applies predefined criteria set by H&M Group.\nAfter completing the assessment, you will receive feedback with the score you obtained. If you experience any difficulties or prefer an alternative assessment method, please contact . Choosing an alternative will not impact your application. For more information on how we process your personal data, please see our Privacy Notice.","description_format":"text","description_chars":6220,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Gym membership"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Apparel & Fashion Brands","Home Decor"],"lifecycle":[{"event":"open","at":"2026-10-26T10:49:00Z"}],"visa":[],"liveness":{"score":53,"band":"ok","label":"Likely open","p_open":1,"p_active":0.591,"p_room":0.9,"age_days":5,"expected_fill_days":14,"reasons":["conf:2","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/hm-group-global-customer-experience-manager","json_url":"https://alion.io/job/hm-group-global-customer-experience-manager.json","meta":{"generated_at":"2026-11-01T17:16:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26418,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3700},"rest":"https://alion.io/mcp/rest/get_company?id=3700"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhm-group-global-customer-experience-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhm-group-global-customer-experience-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhm-group-global-customer-experience-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hm-group-global-customer-experience-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhm-group-global-customer-experience-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3269376}},{"tool":"search_jobs","arguments":{"company":"hmgroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3269376},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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