Digital Experience Lead

As Digital Experience Lead, you contribute to omni profitable growth in the region, playing a critical role in securing the omni experience of our customers that drives brand perception, sales growth, and profitability. You are responsible for the omni experience in our transactional channels, with extra focus on the post purchase experience. Based on an understanding of daily performance and customer behavior, you proactively identify and drive tests to positively impact conversion, improve profit, and increase fashion brand perception. You act as an informal leader, working as a counterpart to our global digital value streams to ensure value capture through implementation of new capabilities.

You have a strong e-commerce background and previous experiences and proven track record driving commercial growth. You have a good understanding of how to optimize the digital customer experience for overall profitable growth, short and long-term. You are data driven, with strong analytical capabilities and ability to synthesize data into insights and tangible actions. You are customer centric in your approach and have an ability to translate visions, directions and frameworks into specific actions and improvements. You are structured and well ad versed in planning, presenting, and communication. You act as an informal leader in how you drive your work, you get your message across and inspire others.

Key responsibilities

• Deliver strong commercial performance by translating regional customer commercial plan into daily site activity plan for each market and incorporating digital advantages and perspectives into planning and follow-up.
• Secures overall digital customer experience day-to-day including content publishing and segmentation for homepage, navigation, and all site communication for each market in coordination with E-com Leads, who execute publishing and segmentation
• Plan, create, and execute A/B tests and actions available to the regional team (e.g optimization of landing pages, checkout processes, and other conversion points), inline with our customer experience strategy and brand direction.
• Review results and conclusions of tests and actions, sharing learnings with regional teams and global functions to continually identify, size and formalize improvement in the digital customer journey and conversion funnel, from traffic acquisition to conversion and retention to inform our digital development roadmap.
• Work closely with CA&M Performance Manager to identify and champion digital opportunities both during planning and reactive in-season activities, securing alignment between digital experience on site and traffic driving channels.

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To be successful in the role of Digital Experience Lead, you should have strong commercial focus and are insight and data driven, with proven ability to drive results and work towards goals. You should have a broad ecommerce knowledge and commercial experience that understands the total picture from customer demands on our offers.

What you need to succeed:

Marketing, communication, business development or business degree/relevant qualifications.

• Experienced (about 4 to 7 years) within ecommerce with deep understanding of the total digital ecosystem and its synergies; in depth knowledge of fashion retail and keep understanding of regional market trends and consumer preference.
• Experience in Conversion Rate Optimization (CRO) and Content Optimization, including knowledge of user experience (UX) and user interface (UI) elements to enhance website usability and drive conversion.
• High level of salesmanship and analytical proficiency with the ability to interpret sales data, web analytics, and behavioral data to make informed decisions on action to drive digital performance and CLV.
• Effective collaborator with strong stakeholder management and communication skills and is experienced in proactively influencing plans and priorities to drive profitability and optimize customer experience.

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This is a full-time position, reporting to the Regional Head of Digital Experience & Commercial for India.

This position is based at the Office in Bangalore, Karnataka, India.

Apply by sending in your CV in English as soon as possible, but no later than May 08, 2024. Due to data policies, we only accept applications through career page.

Global Benefits

We offer all our employees at H&M Group attractive benefits with extensive development opportunities around the globe. All our employees receive a staff discount card, usable on all our H&M Group brands in stores and online. Brands covered by the discount are H&M (Beauty and Move included), COS, Weekday, Monki, H&M HOME, & Other Stories, ARKET, Afound. 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 our global benefits, all our local markets offer different competitive perks and benefits. Please note that they may differ between employment type and countries.

Inclusion & Diversity

H&M is a part of H&M Group. At H&M Group, we’re determined to create and maintain inclusive, diverse and equitable workplaces throughout our organisation. Our teams should consist of a variety of people that share and combine their knowledge, experience and ideas. Having a diverse workforce leads to a positive impact on how we address challenges, on what we perceive possible and on how we choose to relate to our colleagues and customers all over the world. Hence all diversity dimensions are taken into consideration in our recruitment process.

We strive to have a fair and equal process and therefore kindly ask you not to attach a cover letter in your application as they often contain information that easily can trigger unintentional biases.

Company Description

H&M is a fashion brand that offers the latest styles and inspiration, from fashion pieces and unique designer collaborations to affordable wardrobe essentials. Our business idea is fashion & quality at the best price in a sustainable way. Learn more about H&M here