Membership Lead

WHAT YOU'LL DO

As the Membership Lead, you will play a key role in developing and executing the membership program strategy for your Region based on the Global Guidelines and Frameworks. 

Your focus will be on building plans that support initiatives to drive membership, awareness, onboarding, engagement and retention in your region. You collaborate with cross-functional teams to design and implement effective membership plans to enhance customer satisfaction and contribute to the overall growth and success of the business.

​Key responsibilities​

• You develop a comprehensive strategic rewards, partnership events & reward strategy plan aligned with the overall marketing goals and target audiences, identifying key performance indicators (KPIs) and metrics to support onboarding and retention efforts in the program.
• Continuously improve the membership experience by identifying new opportunities to connect with customers and pain points to drive brand building connected to Membership, and implementing strategies to enhance customer satisfaction and engagement.
• Design and implement Differentiate benefit needs and implement a relevant tiered membership structure based on the global framework and guidelines to reward and retain high-value members while encouraging others to move up the loyalty ladder.
• Define and monitor key performance indicators (KPIs) related to loyalty program performance, such as member acquisition retention rates, and engagement.
• You will work closely with local media agency, production agency, internal and external stakeholders on all levels of the organization and are responsible for internal communications connected to membership.

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WHO YOU'LL WORK WITH

You drive the goals forward by collaborating within Strategy & Planning team, relevant cross functional stakeholders, and other colleagues in the Customer Activation & Marketing team.

WHO YOU ARE

To be successful in the role as Membership Lead, you should have a deep understanding of customer behaviour and preferences and can apply strategic thinking to design effective loyalty strategies. You are able to build strategy and plans that align with business goals using analytical and data-driven capabilities. You are an effective communicator who can collaborate cross-functionally to secure the Loyalty mindset and integrate it into holistic planning.

​What you need to succeed:​

• Marketing, Communication or business degree/relevant qualifications.​

• Proven experience (typically 5+ years) in loyalty program management, customer retention, or a related role.
• Strong understanding of loyalty program principles, customer segmentation, and customer lifecycle management.
• Analytical mindset and proficiency in data analysis to make data-driven decisions.
• Excellent communication and presentation skills to convey loyalty program strategies and performance reports to stakeholders
• Creative thinking and the ability to develop innovative loyalty initiatives and member benefits.
• Experience with loyalty program management platforms and data analytics tools.
• CRM and Customer programme management tools & software
• Holistic marketing planning and connected membership programme initiative into the wider marketing plans

WHO WE ARE​​ 

H&M Group is a global company of strong fashion brands and ventures. Our goal is to prove that there is no compromise between exceptional design, affordable prices, and sustainable solutions. We want to liberate fashion for the many, and our customers are at the heart of every decision we make.​ ​ 

We are made up of thousands of passionate and talented colleagues united by our shared culture and values. Together, we want to use our power, our scale, and our knowledge to push the fashion industry towards a more inclusive and sustainable future. ​ ​ 

WHY YOU’LL LOVE WORKING HERE ​​ 

At H&M Group, we are proud to be a vibrant and welcoming company. We offer our employees attractive benefits with extensive development opportunities around the globe. ​​ 

• You will receive 25% off H&M Group brands; H&M, COS, Monki, Weekdays, Arket, & Other Stories 
• We are an inclusive company where you are encouraged to be yourself at work 

This is a full-time position, reporting to the Strategy & Planning Manager for India.

This position is based at the Support Office in Bangalore, Karnataka, India and requires existing permit to work in India.

Apply by sending in your CV in English as soon as possible, but no later than March 02nd, 2026. Due to data policies, we only accept applications through career page.