Digital Experience Manager

About the Role
As a Digital Experience Manager, your main focus will be to lead interaction with customer support; Guide E-com Leads based on executional plan; and Optimize overall digital performance based on QCP and Global guidelines.
This 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
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
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
5+ 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.

Skills
Customer Support

Employment type
Full-time

Work arrangement
Hybrid