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About the Role

Accountable for the digital experience across existing and new internal platforms, marketplaces, and franchises. Drives strategy to maximize the omni-visual customer experience, setting standards for excellence and focusing on site content, customer journey planning, visual merchandising, and sales to achieve commercial success and budgeted results.

Responsibilities

• Delivers and evolves the strategy for an elevated customer journey across current and new digital channels to drive growth and commercial outcomes.
• Champions data-led decision making to secure YOY financial success, ensure digital business goals are met, and define long-term channel growth ambitions.
• Partners closely with Marketing and Comms to establish customer journeys and site experience strategies for campaigns and content in line with commercial priorities and brand strategy.
• Sets a global standard around core offer expectations and drives Regions to adopt and leverage guidelines for localized success.
• Evaluates and evolves the online customer experience in line with the customer experience vision.
• Collaborates closely with Digital Product and Tech teams to input and influence the product road map, providing problem statements for development needs and commercial optimization of tools.
• Collaborates to realize the road map for the implementation of AI across Platforms, and the possibilities agentic AI and personalization bring.
• Leads and grows a high-performing Digital Experience team, guiding them through the whole employee lifecycle.
• Fosters a culture of curiosity, testing, accountability, and collaboration.

Requirements

• Alignment to company values is the most important characteristic.
• Utilizes data and customer insights to take strategic decisions, owns outcomes and delivers against targets to drive sustainable business performance.
• Fosters a culture of continuous improvement, encouraging a mindset focused on value creation and continuous evolution to surpass customer expectations with outstanding services.
• Keeps a pulse on customer and user needs, industry trends and best practices to ensure COS can deliver exceptional experiences and drive business outcomes.
• Builds strong internal partnerships to align priorities, influence outcomes and deliver cross-functional results.
• Removes obstacles to support the team to implement change at pace and improve ways of working.
• Sets high expectations, tracks progress and holds individuals accountable for outcomes and standards.
• Converts business strategy into clear prioritized plans ensuring teams feel their work is meaningful and commercially relevant.

Skills

• Data Driven Decision Making
• Dedication to Excellence
• Customer Centric
• Collaboration
• Leadership

Benefits

• Attractive benefits with extensive development opportunities around the globe.
• 25% staff discount usable on all H&M Group brands in stores and online.
• Inclusion in the H&M Incentive Program – HIP.
• 25 days holiday (UK based).
• Annual health checks (UK based).
• Pension scheme (UK based).
• Discounts on various activities and financial/lifestyle products via benefits hub (UK based).
• Cycle to work scheme (UK based).
• Discounted gym membership (UK based).
• Employee assistance via retail trust (UK based).
• Private health & dental care (UK based).

About the Company

• COS offers a wardrobe of ready-to-wear and accessories rooted in exceptional quality and lasting design.
• The brand has an elevated aesthetic that embodies luxury with an emphasis on craftsmanship, innovation and compelling fashion movements.