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About the Role
Manage interaction with customer support, guide E-com Leads based on the executional plan, and optimize overall digital performance based on QCP and Global guidelines.
Responsibilities
- Translate QCP into daily site activity plan across customer groups, including content publishing.
- Optimize overall digital performance based on QCP and Global guidelines.
- 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.
- Guide E-com Leads based on executional plan.
- Leverage Commercial Business Analyst for analysis and testing.
Requirements
- 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.
- Experience within ecommerce with understanding of the total digital ecosystem and its synergies.
- Experience leading cross-functional collaboration and influencing without formal authority.
Skills
- Digital channel
- Commercial implications
- Leadership
- Communication
- Influence
- Analytical
- Planning
- Ecommerce
- Fashion ecommerce
- Digital ecosystem
- Cross-functional collaboration
Location
- Toronto Support Office
Work Type
- On-site
- Salaried
- Exempt
Experience Level
- 3–4+ years’ experience in eCommerce, preferably in fashion
Education Level
- Bachelor’s degree in Business, Marketing, Economics, or related field
Salary/Compensations
- $113,994
Benefits
- Employee discount at H&M, & Other Stories, and COS
- Access to Colleague Resource Groups (CRGs)
About the Company
- H&M is a values-driven organization, guided by its 7 unique values that have been part of its success story for over 75 years.
Equal Opportunity
- We value diverse backgrounds, including but not limited to race, ethnicity, gender, age, religion, sexual orientation, and disability.