Digital Experience Manager

Descripción de la empresa

Descripción del empleo 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 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 General Information

Guide E-com Leads based on executional plan

Leverage Commercial Business Analyst for analysis and testing

Requisitos 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

Advanced proficiency in both English and Spanish.

Información adicional 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.