Store Manager

H&M Group•New York, NY

4h•Onsite

About The Position

The Digital Experience & Development Senior Lead is responsible for driving a high performing, customer-centric e-commerce operation for COS North America. This role serves as the central owner of the purchase and post-purchase journey, logistics partnerships, and the delivery of seamless digital experiences. The position also leads cross-functional project management for strategic initiatives, including the development of new revenue streams, marketplace expansions, and omnichannel fulfillment. Operating with broad accountability, this role shapes regional priorities, anticipates future needs, and ensures that customer experience and operational execution align with COS’s strategic direction.

Requirements

Alignment to our company values (open-minded and curious, dare to be different, believe in constant improvement, empower and trust to take ownership)
A degree in Business, Marketing, Economics, Finance, or a related field, or comparable professional experience
Significant experience (8+ years) working within e‑commerce or digital retail, ideally in fashion, lifestyle, or consumer‑focused brands
A strong understanding of the end‑to‑end online shopping experience, from purchase through delivery, returns, and customer care
Comfortable working across functions, bringing people together to deliver meaningful improvements for customers
Experience leading complex initiatives from idea through to delivery, with a clear sense of ownership and follow‑through
Confident using insight and performance data to inform decisions and improve the customer experience
Familiarity with digital commerce platforms and tools, with the ability to translate business needs into clear priorities
Able to balance day‑to‑day execution with longer‑term development and growth
Clear, thoughtful communicator who builds trusted relationships at all levels of the organisation
A proactive and structured approach, with a natural curiosity to question, improve, and evolve how things are done

Responsibilities

Own and optimise the end‑to‑end digital customer journey, including checkout, fulfilment, delivery, returns, and customer service touchpoints across e‑commerce and marketplaces
Lead strategic, cross‑functional initiatives such as marketplace expansion, omnichannel fulfilment development, and new digital revenue opportunities
Act as the regional owner for digital operations and logistics performance, partnering with Warehouse, Transportation, and Customer Service teams to ensure reliable execution
Use data‑driven insights to identify customer and operational pain points, driving improvements in conversion, satisfaction, retention, and frequency
Represent North America in collaboration with Global Tech and Business Development teams, influencing roadmap prioritisation through clear business cases
Ensure operational readiness and scalability for all new launches by establishing clear workflows, ownership, and post‑launch support models
Fostering a positive, inclusive, and motivating work environment where people thrive

Benefits

25% staff discount across all H&M Group brands—available both in-store and online
Included in our H&M Incentive Program (HIP)
Dental & Vision Plans
401 (k)
Paid Time Off- including your birthday!
Health Savings Account (HSA)
Life & Disability protection
Employee Assistance program (EPA)
Commuter Benefits
Pet Insurance