WHAT YOU’LL DO​

Commercial Development and Growth and 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 digitally. 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 is 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 Santiago de Chile. You will work closely with Product Managers, development teams, Business teams and other stakeholders, helping to make sure that product development and operations are in line with the business needs across the full supply chain, including both retail and e-commerce sales channels.

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 the right things.
• Collaborate across departments and functions and be comfortable working with ambiguity.
• Strong problem-solving and analytical skills to address complex issues. Understanding workflows, processes, and operational challenges.

WHO YOU ARE​We are looking for people with…

Qualifications

• 5 - 8 years of experience in e-commerce /Marketplace/Franchise business and understanding of its business processes (i.e. customer order management, product information and merchandising, logistics and warehouse, accounting, BI etc.)
• Mandatory to have advanced level in English language.
• Basic understanding of Ecommerce Technical Architecture with special emphasis on API integrations.
• Experience of managing B2B relations and operations
• Should display the capability to handle communication with cross functional and technical teams with strong troubleshooting experience
• Knowledge of IT Service Management, with an understanding 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)​
• Communications (messaging development and planning)​
• Stakeholder management
• Collaboration skills, especially in communication between external partners and internal teams, bridging differences in company cultures

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 skill.

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 shape our industry. Learn more about H&M here.

This is a full-time position based in Chile.

The vacancy will remain open until Friday, February 27th.

If you believe your experience, skills, and ambitions align with this opportunity, please submit your resume in English before this date. English proficiency is essential for this role.