H&M Hennes & Mauritz AB

Regional Omni Store Operating Model Lead

Job Title

Regional Omni Store Operating Model Lead


Clothing sector


New York, U.S.


إجمالي الأجر 25000.00 - 35000.00 € سنويا

Job Type


ساعات العمل

Full time

Job Description

Job Description

Overall Job Summary: The Regional Omni Store Operating Model Lead will contribute towards a seamless customer experience and journey by ensuring the Omni Sore Operating Model is implemented and maintained across the region. The role will set the Regional Store Operating Model strategy, working cross functionally in transforming the role of the physical store in line with the global strategies. The role will drive the mindset change from store task focused to customer relations focused, optimizing the way of working through people, processes, and technology to maximize the physical stores contribution in driving customer satisfaction and omni growth across the region.

This position is based in New York, NY within our Sales function, and reports to our Regional Controller, Americas.


Core Responsibilities includes but is not limited to:

Omni Store Operating Model

  • Actively participate in development of the Global Omni Store Operating Model, presenting ideas, relevant data, and insights from your region.
  • Observe the retail industry development, conducting competitors’ mapping to understand their operation models’ evolution.
  • Own the regional strategy and implementation agenda of the Global Omni Store Operating Model, challenging the evolution to secure locally relevant needs.
  • Ensure the store workload capacity is aligned with long term customer experience ambitions where through workload automation we assure more time dedicated for relations building and engagement with customers.
  • Together with HR, set the regional strategy for the learning, development, and upskilling of our store employees to achieve our customer service expectations.
  • Contribute towards the Regional Business Plan to ensure the physical store operational needs and cost development is aligned with forecasted profit and sales.
  • Co-create the tech roadmap for the physical store to support the regional needs for both the customer and colleague experience

Optimize Store Operations through People, Processes, and Technology

  • Use Omni customer insights to reduce the pain points impacting on the physical store customer journey, setting Omni focused actions across your region.
  • Follow up to secure a consistent level of Store Operational Foundation, applied best practices, and expected key results across your region.
  • Ensure implementation of new and updated Store Operational Best Practices based on the role of the physical store transition towards the desired state.
  • Secure our colleagues’ access to relevant customer, product, and selling data, defining methods to use it to drive Omni selling

Drive Change through Collaboration and Empowered Teams

  • Through strong collaboration and alignment, ensure the mindset shift across your region towards customer centricity and omni growth in the physical store.
  • Secure the upskilling, competence, and talent pipeline of the Sales Market Store Operations team.
  • Participate in driving organizational change to secure the evolution of our physical store portfolio and operating model


Additional Accountabilities:

  • Responsible for the overall budget including payroll amount, number of stores and volume of sales, number of vendors or contracts working with, etc.


What You’ll Need to Succeed:

  • Preferred 5-7 years of experience with Retail Omni Operations, Technology, Ecommerce, and customer experience.
  • 2+ years of experience leading large and complex change journeys with multiple stakeholders including at senior level.
  • Experienced leader and retail strategist with a passion to explore new ideas and inspire change across the organization.
  • Change management experience, project management understanding, and ability to work with data and insights to convert into recommendations and decisions.
  • Strong understanding of how the physical store operates and the role of the store in creating a seamless Omni Customer Experience.
  • Good understanding of how tech product development can positively impact an Omni Store Operating Model from both a customer and colleague perspective.
  • Ability to understand and convey the importance of our physical store colleagues in achieving the desired Omni Customer Experience.
  • Understanding the role of the store as a touchpoint on the customer journey.
  • Ability to influence organizational change and implement strategies on a wide scale.
  • Excellent written and verbal communication skills.
  • Travel is required, including the potential for international travel.


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