Head of Omni Operations and Customer

COS offers a wardrobe of ready-to-wear and accessories rooted in exceptional quality and lasting design. The creative soul of the brand is fuelled by a deep connection to modern culture, dynamic global cities and compelling fashion movements. With an emphasis on expert craftsmanship, innovation and materiality, collections are created with a mindful approach, seamlessly blending contemporary and timeless.

As the Head of Omni Operations and Customer you are responsible to seek for and embed across the business new strategies, process developments, tools and insights to enable COS to become a truly customer first Brand. You take ownership of the ambition to provide a personal service exceeding our customers expectations, securing a seamless and consistent experience for customers wherever they meet the Brand. You are driven to create the most effective mechanisms to support business sales growth leveraging the voice of our customer, to drive business impact, operational rigor, and efficiency all whilst maintaining a safe and healthy working environment. ​

What you will do:

• Strategy and Vision: Spearhead the development of the Omni Operational and​ Customer strategies with the ambition to grow revenue, maximise efficiency and ​secure our omni-customer base ​
• Customer Experience: Develop the customer experience roadmap – both ​through ensuring a unified and seamless customer journey and ​through employee skills development​.
• Financial and KPI Management: Lead the development of customer ​intelligence across the business, setting key performance indicators to monitor ​and drive customer engagement .
• Leadership and Team Development: Recruit, train, and develop a high-performing ​team. Provide ongoing coaching and feedback to support individual growth and​ team success to reach set goals. 
• Process Optimisation: Deliver a comprehensive and scalable playbook which​ aligns to our overall business objectives and consumer experience goals including 
  
  Workforce Planning Tasking Service ​
  
  CRM Strategy Customer Strategy NCA​
  
  Loyalty Logistics ​

Alignment to our company values is the most important characteristic we look for in all new joiners. Our values are the behaviours that we appreciate above and beyond anything else. We are open-minded and curious, we dare to be different, we believe in constant improvement and we empower and trust you to take ownership. Our values are part of who we are, what we stand for and how we act.

What you need to succeed:

• Customer Centric: Utilises customer data and insights, user needs, industry trends, and best practices to ensure COS can deliver exceptional experiences and drive business outcomes​.
• Operational Excellence: Demonstrates the ability to oversee and improve operations, including process optimisation, strategic planning and resource management.​
• Collaboration: Enables commercial success by facilitating cross functional ​alignment around business priorities driving better decision making, faster problem ​solving and more innovative outcomes. Leverages diverse perspectives, builds trust ​and fosters a positive and productive working environment.​
• Business Adoption: Identifies business gaps and supports capability building across the organisation to ensure smooth adoption and integration of process changes related to strategic initiatives​.
• Dedication to Excellence: Fosters a culture of continuous improvement, encouraging a mindset focused on value creation, and continuous evolution to surpass customer expectations with outstanding services.
• Willingness to travel up to 30% of the time.

This is a Full time Permanent contract based at our Head Office in London.

Benefits

We offer all our employees attractive benefits with extensive development opportunities around the globe. All our employees receive a 25% staff discount usable on all our H&M Group brands in stores and online. 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 this London based colleagues also receive

• Up to 25 days holiday
• Annual health checks
• Pension scheme
• Discounts on various activities and financial/lifestyle products via our benefits hub
• Cycle to work scheme
• Discounted gym membership
• Employee assistance via retail trust  
• Private health & dental care

Inclusion & Diversity  

At COS we're determined to create and maintain inclusive, diverse and equitable workplaces throughout our organisation. Our teams should consist of a variety of people who share and combine their knowledge, experience and ideas. Having a diverse workforce leads to a positive impact on how we address challenges, what we perceive as possible and how we choose to relate to our colleagues and customers all over the world, therefore all diversity dimensions are taken into consideration in our recruitment process.   

In this role you will have some flexibility to work remotely however due to the high level of cross department collaborations approx. 4 days per week office presence is required to foster strong collaborations and team work.

Ready to apply? Click on the I'M INTERESTED link where you can upload your CV securely. Once we have received your application, we will keep you updated regularly about the status of your application so please look out for our email.

We are looking forward to hearing from you