Digital Experience Lead

Job Description

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.

A Day in the Life

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
• Collaboration
• 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

Qualifications

Who You Are:

• 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

 

Additional Information

Why You’ll Love Working at H&M

• We value diverse backgrounds, including but not limited to race, ethnicity, gender, age, religion, sexual orientation, and disability
• We pride ourselves on being a values-driven organization, guided by our 7 unique values that have been part of our success story for over 75 years
• You’ll have access to our Colleague Resource Groups (CRGs) to find community and networking opportunities among colleagues

• You’ll be able to express your personal style with our employee discount at H&M, & Other Stories, and COS

 

Compensation: salary range is $113,994**

*This job posting highlights the most critical responsibilities and requirements of the job and is not all-inclusive. There may be additional duties, and responsibilities assigned for this job at the company’s discretion.

**H&M, in good faith, has assessed this posted range of compensation as the accurate range for this role and location at the time of this posting. H&M may ultimately pay more or less than the posted range depending on candidate qualifications. This range may be modified in the future.

Job Status: Salaried, Exempt