Digital Experience Lead

As Digital Experience Lead (Post Purchase), you contribute to omni profitable growth in the region, playing a critical role in securing the omni experience of our customers that drives brand perception, sales growth, and profitability. You are responsible for the omni experience in our transactional channels, with extra focus on the post purchase experience. Based on an understanding of daily performance and customer behavior, you proactively identify and drive tests to positively impact conversion, improve profit, and increase fashion brand perception. You act as an informal leader, working as a counterpart to our global digital value streams to ensure value capture through implementation of new capabilities.

You have a strong e-commerce background and previous experiences and proven track record driving commercial growth. You have a good understanding of how to optimize the digital customer experience for overall profitable growth, short and long-term. You are data driven, with strong analytical capabilities and ability to synthesize data into insights and tangible actions. You are customer centric in your approach and have an ability to translate visions, directions and frameworks into specific actions and improvements. You are structured and well ad versed in planning, presenting, and communication. You act as an informal leader in how you drive your work, you get your message across and inspire others.

**Key responsibilities**
- Ensure customer experience optimization, securing full funnel digital experience by conducting analysis and utilizing insights from data such as sales performance, web analytics, user behavioral insights, heatmapping and A/B testing to generate hypothesis and identify actions to improve sales, profit, brand perception and customer lifetime value.
- Plan, create, and execute A/B tests and actions available to the regional team (e.g optimization of landing pages, checkout processes, and other conversion points), inline with our customer experience strategy and brand direction.
- Review results and conclusions of tests and actions, sharing learnings with regional teams and global functions to continually identify, size and formalize improvement in the digital customer journey and conversion funnel, from traffic acquisition to conversion and retention to inform our digital development roadmap.
- Drive implementation of post-purchase strategies and new capabilities, collaborating with our global value streams to ensure value capture, continually monitoring and optimizing delivery, payment, return options and fees to drive overall digital profit growth.
- Work in tight collaboration with ecommerce leads and retail area managers to secure day-to-day customer experience and continually optimize the full funnel.

**Qualifications**
To be successful in the role of Digital Experience Lead (Post Purchase), you should have strong commercial focus and are insight and data driven, with proven ability to drive results and work towards goals. You should have a broad ecommerce knowledge and commercial experience that understands the total picture from customer demands on our offers.

**What you need to succeed**:

- Marketing, communication, business development or business degree/relevant qualifications.
- Experienced within ecommerce with deep understanding of the total digital ecosystem and its synergies; in depth knowledge of fashion retail and keep understanding of regional market trends and consumer preference.
- Attention to detail to ensure accurate and seamless shopping experience, proactive, curious and is updated with industry trends, technology and innovation advancement.
- High level of salesmanship and analytical proficiency with the ability to interpret sales data, web analytics, and behavioral data to make informed decisions on action to drive digital performance and CLV. Effective collaborator with strong stakeholder management and communication skills and is experienced in proactively influencing plans and priorities to drive profitability and optimize customer experience.

**Additional Information**
This is a full-time position, reporting to the Regional Head of Digital.

This position is based in Singapore.

**Benefits**

We offer all our employees at H&M Group attractive benefits with extensive development opportunities around the globe. All our employees receive a staff discount card, usable on all our H&M Group brands in stores and online. Brands covered by the discount are H&M (Beauty and Move included), COS, Weekday, Monki, H&M HOME, & Other Stories, ARKET, Afound. In addition to our staff discount, all our employees are included in our H&M Incentive Program - HIP. You can read more about our H&M Incentive Program here.
- In addition to our global benefits, all our local markets offer different competitive perks and benefits. Please note that they may differ between employment type and countries._

**Inclusion & Diversity**
- H&M is a part of H&M Group. At H&M Group, w