Overview
Experience Lead Jobs in Athens, Attiki, Greece at H&M
Title: Experience Lead
Company: H&M
Location: Athens, Attiki, Greece
Job Description
WHAT YOU’LL DO
As an Experience Lead, you will contribute to commercial performance by using sales, customer and market insights to optimise the customer and employee experience in store, ensuring relevance and impact throughout the customer journey. Through close cross‑functional collaboration, you will enable continuous improvements that strengthen experience outcomes and business performance. In this role, you will be responsible for the Sales Market Greece consisting of Greece, Cyprus, Bulgaria, Croatia, Serbia, Bosnia & Herzegovina, Albania, Kosovo and North Macedonia.
You will:
- Translate commercial priorities and customer insights into daily experience actions on the shop floor
- Secure a consistent, inspiring end‑to‑end customer journey, including post‑purchase experience
- Analyse sales performance, customer behaviour, feedback and experience kpis to identify actions that improve conversion, loyalty and satisfaction
- Drive continuous optimisation of customer and employee experience across all store touchpoints
- Secure strong implementation of global campaigns, concepts and experience initiatives
- Monitor service routines, customer standards and visual execution to ensure commercial and experiential excellence
- Act on insights and feedback to continuously improve ways of working
- Collaborate closely with store management, regional and support teams to secure alignment and execution
WHO YOU’LL WORK WITH
As an Experience Lead, you will work closely with the Store Management team, support functions and relevant stakeholders within your Sales Market. You will play a key role in connecting customer and employee experience priorities with daily store execution, ensuring strong collaboration and alignment across teams.
WHO YOU ARE
We are looking for people with…
- Experience within retail, customer experience or sales
- Strong understanding of customer behaviour and commercial drivers
- Ability to work with data, insights and kpis to guide priorities
- Experience collaborating cross‑functionally and influencing without formal authority
- Structured and solution‑oriented way of working
- Fluency in English, written and spoken
And people who are…
- Customer‑centric and commercially driven
- Confident influencing others and working collaboratively
- Proactive, responsible and comfortable taking ownership
- Motivated by continuous improvement and learning
WHO WE ARE
H&M Group 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.
WHY YOU’LL LOVE WORKING HERE
At H&M Group, we are proud to be a vibrant and welcoming company. We offer our employees attractive benefits with extensive development opportunities around the globe.
More specifically, we offer:
- 25% Staff discount on all our H&M Group brands, both in stores and online (H&M, COS, Weekday, Monki, H&M HOME, & Other Stories and ARKET)
- H&M Incentive Program – HIP. Learn more about the program here
- Private Health and Life Insurance
- Food Vouchers
- Long Service Reward at 10, 15 & 20 year anniversary
- Baby Birth Gift Card
- Retirement Reward
- Bonus for Referring a Friend
- Hybrid Work Model
- Unlimited Career Opportunities (over 70% of our recruitment processes are internal)
JOIN US
Our uniqueness comes from a combination of many things – our inclusive and collaborative culture, strong values, and opportunities for growth. But most of all, it’s our people who make us who we are.
This is a full-time role based on a local contract in Athens, Greece. The Experience Lead reports to Commercial Manager.
If you feel that this is an opportunity that will drive you, please apply with your CV in English no later than 10th of May 2026. Due to data privacy policies, we only accept applications via our career page.
Take the next step in your career 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.
