Job Description
In this role you are accountable for the digital experience across existing and new internal platforms and in partnership across marketplaces and franchise. Your strategy contributes to the total seamless omni-visual customer experience; maximising the vision and setting standards for excellence. Your team set global execution strategies to secure commercial success focusing on site content and customer journey planning, visual merchandising and sales. You are constantly iterating to leverage the capabilities of our digital channel and reach budgeted results for CRO, site engagement and long‑term customer value.
What You Will Do
- Strategic Planning: Deliver and evolve the strategy for an elevated customer journey across current and new digital channels to drive growth and commercial outcomes. Champion data‑led decision‑making to secure YOY financial success, ensure digital business goals are met and define long‑term channel growth ambitions.
- Cross‑Functional Collaboration: Partner closely with Marketing and Comms, to establish customer journeys and site experience strategies for campaigns and content in line with our commercial priorities and brand strategy – setting a global standard around our core offer expectations. Drive the Regions to adopt and leverage the guidelines for localised success.
- Experience Optimisation: Constantly evaluate and evolve the online customer experience in line with the customer experience vision. Collaborate closely with Digital Product and Tech teams to input and influence the product roadmap, providing problem statements for development needs and commercial optimisation of the tools. Collaborate to realise the roadmap for the implementation of AI across Platforms, and the possibilities agentic AI and personalisation bring.
- Leadership and Team: Lead and grow a high‑performing Digital Experience team, guide them through the whole employee life cycle. Foster a culture of curiosity, testing, accountability and collaboration.
Qualifications
Alignment to our company values is the most important characteristic we look for in all new joiners. Our values are the behaviours that we appreciate above and beyond anything else. We are open‑minded and curious, we dare to be different, we believe in constant improvement and we empower and trust you to take ownership. Our values are part of who we are, what we stand for and how we act.
What You Need To Succeed
- Data‑Driven Decision Making: Utilise data and customer insights to take strategic decisions, own outcomes and deliver against targets to drive sustainable business performance.
- Dedication to Excellence: Foster a culture of continuous improvement, encouraging a mindset focused on value creation and continuous evolution to surpass customer expectations with outstanding services.
- Customer Centric: Keep a pulse on customer and user needs, industry trends and best practices to ensure the company can deliver exceptional experiences and drive business outcomes.
- Collaboration: Build strong internal partnerships to align priorities, influence outcomes and deliver cross‑functional results. Remove obstacles to support the team to implement change at pace and improve ways of working.
- Leadership: Set high expectations, track progress and hold individuals accountable for outcomes and standards. Convert business strategy into clear prioritised plans ensuring teams feel their work is meaningful and commercially relevant.
Employee Benefits
- 25 days holiday
- Annual health checks
- 25% staff discount on all H&M Group brands
- H&M Incentive Program (HIP)
- Pension scheme
- Discounts on various activities and financial/lifestyle products via our benefits hub
- Cycle to work scheme
- Discounted gym membership
- Employee assistance via Retail Trust
- Private health & dental care
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