LOCATION: Shanghai
FUNCTION: E-Commerce
TEAM: E-Commerce
MANAGER: E-commerce Manager
KPIs: Conversion Rate, Engagement, Add to cart
ABOUT THE ROLE The Digital Experience Specialist is responsible for the end-to-end user experience on all digital channels, driving daily content and site planning and securing execution of a seamless customer journey across the full-funnel, from start page to final receipt. You contribute to digital profitable growth in your sales market, playing a critical role in optimizing the digital experience of our customers that drives brand perception, sales growth, and profitability.
RESPONSIBILITIES
Digital Experience with Quality: Achieve sales and CX goals by creating the best shopping experience through site planning, site and marketplace platforms' updates, category optimization and visual merchandising while always adhering to COS standards for quality. Responsible for securing overall digital customer experience day-to-day and website communications in coordination with business goal.
Strategic Planning and Visual Merchandising: Translate commercial plan into campaign launches and regular site plan that delivers strong commercial performance in line with CX strategy. Ensure content usage is in line with commercial calendar and leverage potential products to be always centered across the digital channels.
Customer Experience & Journey Optimization: Implement journey updates and supports optimization. Conduct analysis and utilize insights from data such as search, web analytics, user behaviour, heatmapping, and A/B testing to generate hypothesis and identify actions to improve user experience and site performance as well as brand perception. Runs A/B tests, update UX elements and implements CRO changes.
Seamless Site Operation and Analysis: Keep track of product availability to reflect site planning and maximize selling. Regular site refresh and update in line with commercial and content plan, and monitor site performance to flag experience or usability issues. Pull reports to track key metrics and ideate actions available such as content relevancy, optimization of landing pages, and other conversion points. Identify and drive tests to positively impact conversion, improve customers engagement and selling based on understanding of daily performance and customer behaviour. Review results and conclusions of tests and actions, then share learnings with regional teams and global functions.
Collaboration: Work closely with cross-functional stakeholders, regional and global teams, and external business partners to shape and implement website activities for all digital channels. Align website activities with ecommerce manager and relevant stakeholders to achieve set target with sustainable actions.
SKILLS & ABILITIES
Visual MerchandisingThe ability to create visually appealing displays for online retail and knowledgeable in product hierarchy. Considering merchandising direction, inventory position, product placement, and customer mindset to ensure commercial, relevant and visually strong product presentation.
Attention to Detail: Performs audit check on all site content launches, regularly reviewing the customer experience and visual standards and taking appropriate action to secure quality on a daily basis. Ensures that all aspects on site is presentable at all time, from product details, to product landing pages and department landing pages.
Operational Excellence: Demonstrates the ability to oversee and continuously improve operations. Applies strategic planning, process optimization, project management, resource management and best practices to drive efficiency and consistency.
Customer Centricity: Keeps a pulse on customer and user needs, industry trends and best practices to ensure COS can deliver exceptional experiences and drive business outcomes. Able to monitor customer behavior and competitors by highlighting trends, features and website function ability that would add value to the customer experience.
Communication: Communicates clearly and effectively, adapting to different audiences and contexts. Listens actively, gives and receives feedback constructively, and represents the brand confidently when engaging with external partners.
This is a full‑time role based in our Shanghai Office in China, reporting to the E-Commerce Manager in China. The position requires a presence in the office 4 days a week, and candidates must already have the right to live and work in China. To apply for this role, please submit your application, including your CV.
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.
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