Digital Experience Manager

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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 

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
• 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.

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.

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