Business Process Lead

WHAT YOULL DO

Sales is a global function within the H&M brand with the mission of growing and engaging our customer base and developing our sales channels. By holding the responsibility for our regions and bringing together expertise from both business and digital & tech perspectives, Sales plays a key role in delivering on our brand plan - to elevate H&M through product, experience, and brand, providing aspirational fashion at an unbeatable price.

The mission of the Digital unit in the Sales function is to profitably grow digital. Taking an end-to-end view of the customer experience, we secure commercial performance while driving digital development and expansion.

We are now looking for a Business Process Lead to join the External Partners and New Business channels Value Stream (EPNB) which is part of the Digital Unit. The mission of the EPNB VS to grow and develop long-lasting relationships with our customers by providing access to the H&M Brand through our own and external digital channels. 

The Business Process Lead believes in a non-hierarchical culture of collaboration, transparency, and trust. Working with a focus on value creation, growth, and serving customers with full ownership and accountability. Delivering exceptional customer and business results.

WHO YOU’LL WORK WITH

As a Business Process Lead, you will be in the center of the action where product meets business. You will be working and delivering value with the team based in Bangalore. You will work closely with Product Managers, external marketplace, development teams, Business teams and other stakeholders, helping to make sure that product development and operations are in line with the business needs. 

Key responsibilities:

• Responsible for the operational side of our product, which is closely connected to incident and problem management as well as continuous development and improvements.
• Work closely with multiple product teams internally, and with our external partners to ensure and improve daily operations.
• Support identifying new operational improvements based on existing challenges by assessing feasibility and requirements of the area, enhancing prioritization with process knowledge to achieve outcomes.
• Ensuring the Service providers are adhering to the Incident & Problem SLA’s & KPI’s.
• Govern & Support the Product Team in developing a strong understanding of the product and defining appropriate business, product and quality metrics and key success indicators (Service Level Metrics & Product Level Metrics).
• Influence business decisions and initiatives using business knowledge and data insights.
• Supporting the Product Managers to make sure that they constantly prioritize right things.
• Collaborate across departments and functions and be comfortable working with ambiguity.

WHO YOU ARE

We are looking for people with

• 3- 6 years of experience in e-commerce and / or marketplace business and understanding of its business processes (i.e. customer order management, product information and merchandising, logistics and warehouse, accounting, BI etc.)
• Knowledge of ITIL and Service Management.
• Good to have knowledge of tools such as Service now, JIRA and Confluence.
• Knowledge of MS Office, more specifically Outlook, Excel, PowerPoint, and MS Teams. 

What you need to succeed:

• We believe you like fact-based decision making, believe in trying and learning, and that you have strong leadership and communication skills.
• Your own initiative and results will have a great impact.
• Ensure vendors deliver value in line with our agreed targets – our own internal and joint with our partners.
• Being able to fix things hands-on when possible and required.
• Incident & Problem Management practices (tools, methods and processes)
• Project Management, incl. Project delivery, planning and steering.
• Communications (messaging development and planning)
• Stakeholder management
• Collaboration skills

And people who are

• Excited about working in a fast-paced, Agile environment.
• Open to learning and adapting to new technologies and best practices.
• Team players with strong collaboration and communication skills

WHO WE ARE

H&M 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.

Help us re-imagine fashion and together we will re-shape our industry. Learn more about H&M here.

WHY YOU’LL LOVE WORKING HERE

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

We offer all our employees at H&M attractive benefits with extensive development opportunities around the globe. All our employees receive a staff discount card, usable on all our H&M brands in stores and online. Brands covered by the discount are H&M (Beauty and Move included), COS, Weekday, Monki, H&M HOME, & Other Stories, ARKET, Afound. 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.

In addition to our global benefits, all our local markets offer different competitive perks and benefits. Please note that they may differ between employment types and countries.

JOIN US

Our 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.

Take the next step in your career together with us. The journey starts here.

*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.