Lead and optimize the end-to-end digital customer experience for .com and app, plan and analyze web performance and A/B tests, guide e‑commerce leads, collaborate with support and global teams, and drive post-purchase and commercial execution to improve sales, profit, and customer lifetime value.
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
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
Similar Jobs
8 Minutes Ago
Artificial Intelligence • Healthtech • Machine Learning • Natural Language Processing • Biotech • Pharmaceutical
Field-based pharmaceutical sales role promoting Primary Care portfolio to providers and health systems. Execute brand and account plans, deliver approved promotional and disease-state education, build compliant clinical relationships, coordinate access pathways, use digital tools and cross-functional collaboration to drive territory performance and patient outcomes.
eCommerce • Fashion • Retail • Sales • Wearables • Design
Lead and supervise the sales floor to drive sales and KPIs, coach and develop staff, manage client outreach and omni-channel selling, oversee opening/closing and inventory operations, ensure operational compliance, and model brand service standards to deliver exceptional customer experiences.
Top Skills:
Clienteling SystemsExcelMicrosoft WordOmni-Channel/Virtual Selling ToolsOutlookPos SystemsPowerPointSocial Media Platforms
Digital Media • Gaming • Information Technology • Software • Sports • Esports • Big Data Analytics
Lead end-to-end personalization ML initiatives: build scalable ML pipelines, design CI/CD for models, monitor production performance, implement retraining and drift detection, partner with cross-functional teams, and mentor engineers.
Top Skills:
A/B TestingCi/CdDatabricksGitopsJenkinsMlflowPythonSparkSQL
What you need to know about the Toronto Tech Scene
Although home to some of the biggest names in tech, including Google, Microsoft and Amazon, Toronto has established itself as one of the largest startup ecosystems in the world. And with over 2,000 startups — more than 30 percent of the country's total startups — Toronto continues to attract new businesses. Be it helping entrepreneurs manage their finances, simplifying business operations by automating payroll or assisting pharmaceutical companies in launching new drugs, the city's tech scene is just getting started.
