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About the Role

As a Digital Experience Lead Post Purchase, in the Digital function, you contribute to digital profitable growth in the region, playing a critical role in securing the end-to-end digital experience of our customers that drives brand perception, sales growth, and profitability by being responsible for the post purchase experience of our customers. You drive initiatives that drive customer lifetime value from improving our returns experience, to increasing fulfillment options. 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.

This hybrid role reports into our Regional Head of Digital and is based out of New York, NY.

A Day in the Life

Working at H&M means no two days are ever the same, but a typical day will include the following responsibilities*

Sales

• Secure post-purchase digital customer experience day-to-day to ensure we drive digital sales and profitable growth
• Incorporate digital advantages and perspectives into planning and follow up to continually optimize overall performance
• Conduct analysis and utilize insight from data such as sales performance, web analytics, user behavioral insights, heatmapping, and A/B testing to generate hypothesis and identify actions to improve digital sales, profit, brand perception, and customer lifetime value as it relates to Post-Purchase activities
• Drive implementation of post-purchase strategies and new capabilities in tight collaboration with our global value streams to ensure value capture
• Continually monitor and optimize delivery, payment & return options and fees to drive overall digital profit growth

Strategy

• Create, execute, and follow-up on A/B tests and actions available to the regional team (e.g., optimization of landing pages, checkout processes, and other conversion points), in line with our CX strategy and brand direction
• Identify, size, and formalize towards global function opportunities for improvement in the post-purchase digital customer journey to inform our digital development roadmap
• Represent Regional perspective in Global and Regional workstreams surrounding full-funnel digital journey and post-purchase experience

Collaboration

• Work in tight collaboration with E-com Leads to secure day-to-day digital customer experience and continually optimize the post-purchase experience
• Work closely with CA&M Performance Manager to identify and champion digital opportunities both during planning and reactive in-season activities, securing alignment between digital experience on site and traffic driving channels.

Who You Are:

• Bachelor's Degree, preferably in Business, Economics or E-commerce
• 6+ years' experience in E-commerce roles in the fashion retail industry
• Experienced within ecommerce with understanding of the total digital ecosystem and its synergies
• Exceptional analytical and quantitative problem-solving skills
• Excellent communication and presentation skills
• Commercial salesmanship with drive to achieve results and hit goals
• Strategic mindset with ability to both execute and develop way of working to align with sales and brand goals
• Growth mindset and adaptable, with ability to stay updated on industry trends and technology advancements
• Proactive, curious and innovative approach to problem solving with a constant improvement mindset
• Ability to work with data enablement platforms and querying languages (SQL); experience utilizing Google Analytics, Tableau & Power BI
• Inclusive, positive, open to feedback, willing to multitask and learn on the job
• Ability to travel internationally up to 10% of the time

Why You'll Love Working at H&M

• 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, company match 401k, paid leave programs, and paid time off, including a community day to serve your local community
• You'll be able to express your personal style with our employee discount at H&M, & Other Stories, and COS

Compensation: salary range is $125,822 - $144,699 annually**

*This job posting highlights the most critical responsibilities and requirements of the job and is not all-inclusive. There may be additional duties, and responsibilities assigned for this job at the company's discretion.

**H&M, in good faith, has assessed this posted range of compensation as the accurate range for this role and location at the time of this posting. H&M may ultimately pay more or less than the posted range depending on candidate qualifications. This range may be modified in the future.

EEOC Code: PRO