US Gift Card Program Manager

Reports to: Head of Marketing. Dotted line reporting to Gift Card Experience Regional Product Lead, Business Tech Americas Hub

Overall Job Function: The US Gift Card Program Manager manages the end-to-end U.S. gift card program across all channels: internal (H&M Stores, HM.com) and external (third parties and B2B). The role will develop and execute a comprehensive U.S. Gift Card product/program strategy aligned with company goals and industry best practices to drive profitable business performance and a best-in-class customer experience. This highly cross-functional role is a unique opportunity to deliver value using a breadth of competencies, including strategic thinking; operational execution; data-driven testing and analysis; program management; marketing and communication planning; cross-channel merchandising; and vendor and stakeholder management.

In addition to owning day-to-day U.S. gift card program responsibilities, the US Gift Card Program Manager represents the link that creates alignment between our Regional Business Tech product teams and the U.S. brands & functions. This role is the voice back to our global and region product teams to help them build a best-in-class gift card experience that achieves the targeted goals and meets U.S. customer expectations. The US Gift Card Program Manager is accountable for financial performance; benefit realization, efficient operational execution & achievement of U.S. gift card-specific KPIs within the United States.

Job Responsibility including but not limited to:

• Accountable for benefit realization, efficient operational execution & achievement of gift card specific KPIs within the U.S.
• Develop and execute an end-to-end U.S. Gift Card product strategy, aligned with company goals and industry best practices to drive profitable business performance and a best-in-class customer experience.
• Champion gift cards internally to support business objectives. Build cross-functional partnerships with global, regional, local, and third-party stakeholders in an inclusive and efficient way.
• Create commitment & understanding around the global and local gift card product strategies, objectives, goals, and milestones with different stakeholders (global, regional, local). Synchronize roadmaps and goals with U.S. stakeholders to ensure strong operational and organizational readiness. Regularly communicate gift card goal tracking and progress towards objectives.
• Support cross-functional stakeholders with setting up U.S. gift card budget, resources, communications, training, and change management as needed.
• Leverage data and insights to advocate for optimal gift card designs, marketing assets/messaging, merchandising/display strategy, product placement, and customer experience across channels and platforms. Own HM.com gift card platform (U.S. & C.A.), including UX, messaging, and merchandising.
• Collaborate across channels to develop and implement an ROI-driven gift card marketing/promotion strategy that supports peak gift card selling periods. Provide stakeholders with insights, forecasting, analysis of results, and recommendations for future activities. Owns 3rd Party gift card promotion calendar and budget.
• Manage local third-party partner and vendor relationships; develop and approve new 3rd party sales channels, partner relationships and local gift card initiatives.
• Manage U.S. gift card inventory, production lifecycle, and related expenses across distribution channels (store, online, 3rd party), including analyzing and setting optimal production quantities and replenishment thresholds. Support in securing timely, cost-effective product fulfillment and allocation.
• Maintain expertise on the competitive gift card landscape, market trends, and customer expectations. Benchmark U.S. gift card program and identify development opportunities. Synthesize local customers' needs into product requirements for global products or if necessary, into locally adapted or fully local products.
• Work with global and regional gift card product teams to prioritize U.S. gift card product needs across Business Tech portfolio; create business cases for solutions and take on end-to-end responsibility for local adaptations of global products and initiatives, if applicable
• Act as the primary escalation point and contact for the U.S. gift card program and its products during rollouts and for day-to-day operations.
• Understand local market regulations and compliances to make sure products are in line with them. Spot opportunities not threats when market shifts.

Financial Accountability: Budget for 3rd party marketing, testing, analysis and roll-out of given product within the region

Minimum Candidate Qualifications:

• Bachelor’s Degree in Marketing, Direct Marketing or business-related field preferred
• 3+ years’ experience working with gift cards, loyalty programs, and/or card production strongly preferred
• Experience in retail, consumer products or services, e-commerce, marketing, merchandising

Competencies:

• Demonstrated success in growing both new and mature programs with strong understanding of levers to drive program growth and manage expense
• Capable of designing, developing and delivering end-to-end programs, products, and initiatives to maximize user adoption, business value, and effect realization.
• Ability to create internal understanding, alignment, and engagement around the business value of gift card products and strategies
• Strong stakeholder and change management skills within an international and diverse context
• Demonstrated ability to develop relationships and manage and third-party partners
• Exceptional quantitative and analytic skills: ability to analyze disaggregate data sets to derive actionable business insights; craft business cases; and make business-minded decisions
• Strong communication, written and verbal skills; ability to craft presentations tailored to different audiences
• Self-starter; ability to create structure from ambiguity; and manage/prioritize complex workstreams
• Result-oriented and driven by the challenge to exceed your goals and deliver strong growth for the business.
• Creative problem-solver, solution-oriented
• Operate with a “test & learn” mindset and have a strong drive to develop current and innovative customer offerings
• Understand global strategies and making them relevant in a local context

All your information will be kept confidential according to EEO guidelines.