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H&M
Digital Experience LeadH&M • Toronto, Ontario, Canada
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Digital Experience Lead

Digital Experience Lead

H&M • Toronto, Ontario, Canada
30+ days ago
Job type
  • Full-time
Job description
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

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Digital Experience Lead • Toronto, Ontario, Canada

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