Digital Experience Manager (Japan)

As a Digital Experience Manager at H&M Group, you will serve as the expert in optimizing the customer experience across all online channels in Japan.

You will be responsible for mapping the customer journey based on the commercial calendar, ensuring the consistency of site content across all digital channels.

Key Responsibilities:

• Develop short-term and long-term strategies for the COS site to achieve customer acquisition and retention goals.
• Manage the overall site calendar for regular site refreshes, seasonal and promotional campaigns on both OS and EC platforms.
• Create and optimize product copy that clearly communicates campaign mechanisms, product information, and aligns with SEO purposes.
• Take agile actions based on site performance and customer behavior results to maximize conversions.

Approach:

• Customer centricity is key to this role.
• Understand online customer expectations through behavior and data analysis, and plan for constant UX/website functionality improvements.
• Translate product and marketing focuses from Global and local Merchandising and Marketing Teams into site delivery.
• Bring fresh ideas and look for opportunities to drive business by improving the site experience.

Team:

• Report to the Japan E-Commerce Manager.
• Collaborate with the E-Commerce team to establish a customer journey that drives profitable Ecommerce selling.
• Drive objectives with the Team to secure commercially and visually strong product placement and communication.
• Co-work with external business partners to follow up on IT development and visual merchandising.

Qualifications:

• Previous experience in e-commerce or digital fashion industry preferred.
• Insightful and knowledgeable in product hierarchy and customer journey.
• Excellent English and Japanese language skills, both verbal and written.
• Curious mindset in data.
• Excellent communicator and ability to build relationships with key stakeholders.
• Knowledge of E-commerce tools (CMS, BI, GA/GA4).
• Strong eye for fashion styling and visual standards, paired with a deep understanding of online consumer behavior.
• Highly organized, able to manage multiple deadlines, and take pride in site execution precision.
• Love digging into customer journeys and sales data to troubleshoot frictions and improve the digital shopping experience.
• Flexible team player who handles changing business needs with an open mind and proactive attitude.