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 planningTranslate 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 guidelinesDigital experience optimizationSecure full funnel optimization of the holistic digital customer experience on .com and appPlan 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 roadmapContinually monitor and optimize delivery, payment & return options and fees to drive overall digital profit growthDrive implementation of post-purchase strategies, new capabilities and roll-outsManage interaction with customer supportRaise incidents with Global / Business TechCollaborationPlan digital execution together with Commercial Manager and Commercial LeadGuide E-com Leads based on executional planLeverage Commercial Business Analyst for analysis and testing

Qualifications

Who You Are:

Bachelor’s degree in Business, Marketing, Economics, or related fieldDeep understanding of digital channel and commercial implicationsLeadership capabilities including effective communication skills, the ability to influence, and the drive to see through opportunitiesStrong analytical, planning, and communication skillsExcellent communication skills, fluent in English3–4+ years’ experience in eCommerce, preferably in fashionExperience within ecommerce with understanding of the total digital ecosystem and its synergiesExperience 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 disabilityWe 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 yearsYou’ll have access to our Colleague Resource Groups (CRGs) to find community and networking opportunities among colleaguesYou’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