Digital Experience Lead - Sales Market Finland, Latvia, Lithuania & Estonia
HelsinkiCompetitive0 applicants
About this role
WHAT YOU'LL DO
As the Digital Experience Lead at H&M, you contribute to digital commercial performance by using sales, customer, and market insights to optimize the offer and guide commercial priorities across channels, ensuring relevance and impact throughout the customer journey. Through close cross-functional collaboration, you enable continuous improvements that strengthen digital-led commercial outcomes across the full assortment lifecycle.
Responsibilities
- As the Digital Experience Lead at H&M, you contribute to digital commercial performance by using sales, customer, and market insights to optimize the offer and guide commercial priorities across channels, ensuring relevance and impact throughout the customer journey. Through close cross-functional collaboration, you enable continuous improvements that strengthen digital-led commercial outcomes across the full assortment lifecycle.
- You wiill: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
- 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
- WHO YOU ARE
- You are a data-driven digital professional with strong analytical abilities and the capacity to turn insights into clear commercial actions. You understand how to optimize the digital assortment and overall offer by linking sales performance, customer behaviour, and market insights to commercial decisions. You work in a structured and collab