As a Digital Experience Lead, your main focus will be to manage interaction with customer support; Guide E-com Leads based on executional plan; and optimize overall digital performance based on QCP and Global guidelines.
This on-site role reports into our Commercial Manager and is based out of the Toronto Support Office.
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*
- Digital commercial customer planning
- Translate QCP into daily site activity plan across customer groups, including content publishing (e.g., start page, navigation)
- Optimize overall digital performance based on QCP and Global guidelines
- Digital experience optimization
- 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
- Collaboration
- 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
Who You Are:
- 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
- 3–4+ years’ experience in eCommerce, preferably in fashion
- Experience within ecommerce with understanding of the total digital ecosystem and its synergies
- Experience leading cross-functional collaboration and influencing without formal authority
Additional Information
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
- You’ll be able to express your personal style with our employee discount at H&M, & Other Stories, and COS
Compensation: salary range is $113,994**
*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.
Job Status: Salaried, Exempt
Skills Required
- Bachelor's degree in Business, Marketing, Economics, or related field
- 3-4+ years' experience in eCommerce
- Deep understanding of digital channels and commercial implications
- Experience within ecommerce with understanding of the total digital ecosystem and its synergies
- Leadership capabilities including effective communication, influence, and drive to see through opportunities
- Strong analytical, planning, and communication skills
- Excellent communication skills, fluent in English
- Experience leading cross-functional collaboration and influencing without formal authority
- Experience in fashion is preferred
H&M Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about H&M Group and has not been reviewed or approved by H&M Group.
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Healthcare Strength — Medical, pharmacy and vision options with low employee costs and free dental are available, alongside telehealth and inclusive offerings such as transgender, bariatric and fertility coverage. These features are highlighted as solid for U.S. retail roles, with some availability for part‑time positions depending on eligibility.
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Leave & Time Off Breadth — Vacation, flexible wellness days, company‑paid holidays and a paid birthday off are offered, with some paid time off available to part‑time staff. The time‑off structure is presented as generous within the retail context.
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Parental & Family Support — Eight weeks of paid parental pay for mothers and fathers is provided, complemented by adoption assistance and healthy pregnancy/babies programs. These family supports add depth to the core medical coverage in the U.S. package.
H&M Group Insights
What We Do
Founded in 1947, H&M Group is a global design company with ~4,702 stores in 76 markets and 56 online markets. At H&M Group, we believe in making great design available to everyone. It’s essential in everything we do. Our family of brands and business ventures offer customers around the world a wealth of fashion, beauty, accessories and homeware, as well as modern menus with fresh and local produce at some of the brands’ in-store eateries. But design is so much more than just products; it’s about clever design processes, efficient product flows, creating experiences that enrich, and smart solutions that benefit all our customers. Sustainability is always at the core of our business. Not only because we like to do what’s right — but it’s also beneficial for our business. We will continue to push for change and lead the way towards a more inclusive and sustainable fashion future. Do you want to join us? We will trust you with great responsibility right from the start, reward a passionate mindset and encourage an entrepreneurial spirit. When you start a career with H&M Group, there’s no limit to where it can take you. H&M Group's Moderation Policy: Welcome to H&M Group’s official LinkedIn page. Ask questions, exchange ideas and meet members and employees from all over the world. This page is moderated daily and we always do our best to answer each one of you in a timely manner. Please remember to keep a friendly tone and in line with LinkedIn’s legal terms at https://www.linkedin.com/legal/user-agreement Comments and posts that contain foul language, are off-topic or unnecessarily rude will be deleted. We also encourage you to report any inappropriate content. We use an external tool to handle the comments on our page, so please note that your comments can be stored. For questions, please contact our team at [email protected].
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