Digital Experience Manager

About the Role

As a Digital Experience Manager 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 Mexico 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 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 General Information
• Guide E-com Leads based on executional plan
• Leverage Commercial Business Analyst for analysis and testing 

Qualifications :

Who You Are:  

• Bachelors 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
• 34 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 
• Advanced proficiency in both English and Spanish.

Información adicional :

Why Youll 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
• Youll have access to our Colleague Resource Groups (CRGs) to find community and networking opportunities among colleagues
• Youll be able to express your personal style with our employee discount at H&M & Other Stories and COS.

Remote Work :

No

Employment Type :

Full-time