Digital Experience Lead,
About The Position
As a Digital Experience Lead, your main focus will be to manage interaction with customer support; Guide E-com Leads based on executional plan; and optimize overall digital performance based on QCP and Global guidelines. This on-site role reports into our Commercial Manager and is based out of the Toronto Support Office. Working at H&M means no two days are ever the same, but a typical day will include the following responsibilities: Digital commercial customer planning, Translate QCP into daily site activity plan across customer groups, including content publishing (e.g., start page, navigation), Optimize overall digital performance based on QCP and Global guidelines, Digital experience optimization, Secure full funnel optimization of the holistic digital customer experience on .com and app, Plan analysis of sales performance, web analytics, user behavior and A/B testing to generate hypothesis and identify actions to improve digital sales, profit, brand perception, customer lifetime value, etc., Review results and conclusions of tests and actions, and share learnings with Sales Market teams and Global functions to continually optimize digital experience, customer journey, and inform Global development roadmap, Continually monitor and optimize delivery, payment & return options and fees to drive overall digital profit growth, Drive implementation of post-purchase strategies, new capabilities and roll-outs, Manage interaction with customer support, Raise incidents with Global / Business Tech, Plan digital execution together with Commercial Manager and Commercial Lead, Guide E-com Leads based on executional plan, Leverage Commercial Business Analyst for analysis and testing.
Requirements
- Bachelor’s degree in Business, Marketing, Economics, or related field
- Deep understanding of digital channel and commercial implications
- Leadership capabilities including effective communication skills, the ability to influence, and the drive to see through opportunities
- Strong analytical, planning, and communication skills
- Excellent communication skills, fluent in English
- 3–4+ years’ experience in eCommerce, preferably in fashion
- Experience within ecommerce with understanding of the total digital ecosystem and its synergies
- Experience leading cross-functional collaboration and influencing without formal authority
Responsibilities
- Manage interaction with customer support
- Guide E-com Leads based on executional plan
- Optimize overall digital performance based on QCP and Global guidelines
- Translate QCP into daily site activity plan across customer groups, including content publishing
- Secure full funnel optimization of the holistic digital customer experience on .com and app
- Plan analysis of sales performance, web analytics, user behavior and A/B testing to generate hypothesis and identify actions to improve digital sales, profit, brand perception, customer lifetime value, etc.
- Review results and conclusions of tests and actions, and share learnings with Sales Market teams and Global functions to continually optimize digital experience, customer journey, and inform Global development roadmap
- Continually monitor and optimize delivery, payment & return options and fees to drive overall digital profit growth
- Drive implementation of post-purchase strategies, new capabilities and roll-outs
- Raise incidents with Global / Business Tech
- Plan digital execution together with Commercial Manager and Commercial Lead
- Leverage Commercial Business Analyst for analysis and testing
Benefits
- Employee discount at H&M, & Other Stories, and COS
- Access to Colleague Resource Groups (CRGs)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
