Head of Digital Experience

Job Description

In this role you are accountable for the digital experience across existing and new internal platforms and in partnership across marketplaces and franchise.  Your strategy contributes to the total seamless omni-visual customer experience; maximising the vision and setting standards for excellence. Your team set global execution strategies to secure commercial success focussing on site content and customer journey planning, visual merchandising and sales. You are constantly iterating to leverage the capabilities of our digital channel and reach budgeted results for CRO, site engagement and long -term customer value.
What you will do:

 

• Strategic Planning; Delivers and evolves the strategy for an elevated customer journeyacross current and new digital channels to drive growth and commercial outcomes. Champion data led decision making to secure YOY financial success, ensure digital business goals are met and define long term channel growth ambitions. 
• Cross Functional Collaboration; Partners closely with Marketing and Comms, to establish customer journeys and site experience strategies for campaigns and content in line with our commercial priorities and brand strategy – setting a global standard around our core offer expectations. Drives the Regions to adopt and leverage the guidelines for localised success.
• Experience Optimisation; Constantly evaluates and evolves the online customer experience in-line with the customer experience vision. Collaborates closely with Digital Product and Tech teams to input and influence the product road map,providing problem statements for development needs and commercial optimisation of the tools. Collaborate to realise the roadmap for the implementation of AI across Platforms, and the possibilities agentic AI and personalisation bring.
• Leadership and Team: Lead and grow a high performing Digital Experience team,guide them through the whole employee life cycle. Foster a culture of curiosity, testing,accountability and collaboration.

Qualifications

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:

 

• Data Driven Decision Making: Utilises data and customer insights to take strategic decisions, owns outcomes and delivers against targets to drive sustainable business performance
• Dedication to Excellence: Foster a culture of continuous improvement, encouraging a mindset focused on value creation and continuous evolution  to surpass customer expectations with outstanding services
• Customer Centric: Keeps a pulse on customer and user needs, industry trends and best practices to ensure COS can deliver exceptional experiences and drive business outcomes.
• Collaboration: Builds strong internal partnerships to align priorities, influence outcomes and deliver cross functional results. Remove obstacles to support the team to implement change at pace and improve ways of working.
• ​Leadership: Sets high expectations, tracks progress and holds individuals accountable for outcomes and standards. Converts business strategy into clear prioritized plans ensuring teams feel their work is meaningful and commercially relevant.

Additional Information

We offer all to of 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 UK based colleagues also receive

• 25 days holiday
• Annual health checks
• 25% staff discount
• 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

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!