Experience Manager

Company Description

H&M Group is a global company of strong fashion brands and ventures. Our goal is to prove that there is no compromise between exceptional design, affordable prices, and sustainable solutions. We want to liberate fashion for the many, and our customers are at the heart of every decision we make.​

​We are made up of thousands of passionate and talented colleagues united by our shared culture and values. Together, we want to use our power, our scale, and our knowledge to push the fashion industry towards a more inclusive and sustainable future. 

Job Description

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 

Qualifications

Education 

• Bachelor’s degree in business, Marketing, Economics, or related field 

Skills 

• 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 

Experience 

• 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 HERE 

At H&M Group, we are proud to be a vibrant and welcoming company. We offer our employees attractive benefits with extensive development opportunities around the globe. ​

• 25% Staff discount on all our H&M Group brands, both in stores and online (H&M, COS, Weekday, Monki, H&M HOME, & Other Stories and ARKET).​

​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 
• We are an inclusive company where you’re encouraged to be yourself at work 
• You will have access to a large global talent community, where career growth and aspirations have no limits 
• We believe in supporting your overall wellbeing and offer comprehensive benefits inclusive of health insurance, wellness and family support programs, paid leave programs, and paid time off, including a community day to serve your local community             

JOIN US   

Our uniqueness comes from a combination of many things – our inclusive and collaborative culture, our strong values, and opportunities for growth. But most of all, it’s our people who make us who we are.

Take the next step in your career together with us. The journey starts here.

 *We are committed to a recruitment process that is fair, equitable, and based on competency. We therefore kindly ask you to not attach a cover letter in your application.