Director of Digital Experience (Luxury/Fashion Ecom)

Virtua have recently been retained by one of our new clients in the luxury/fashion retail markets to source their next Director of Digital Experience. As Director of Digital Experience, you will lead the experience strategy, prioritisation and execution across all Digital channels (web and app) alongside the product strategy for store technology. Reporting to the Chief Digital Officer, you will be responsible for leading a team of talented Product Owners and UX designers to improve the shopping experience for customers globally, delivering industry leading commercial results and ultimately responsible for the ROI of investment in product, playing an integral role in defining the future of product for our clients business. You will have the overall responsibility to drive customer acquisition, retention and increased customer lifetime value. You will inspire and delight customers through a premium product experience, optimising the shopping journey to remove friction, improving CLTV through real-time personalisation; building automation and creating efficiencies at scale.

Key Responsibilities

• Own the strategic vision for the web & app channels.
• Develop and lead the execution of our clients digital experience strategy, to ensure the platform continues to drive growth, defining strategic objectives with direct accountability for KPI growth targets and ROI of investment in product.
• Understand customer needs and anticipate customer demands to develop a market-leading eCommerce capability.
• Take ownership of the product funnel and manage the product backlog, working with the team to identify and prioritise opportunities for new products and features.
• Ensure that all new products are ready for launch as part of the product development cycle and accountable for final sign-off before features go live.
• Partnering with Analytics, conduct market analysis to help drive market requirements and deliver innovative product solutions to our customers globally.
• Partner with the software engineering and UX/UI teams to deliver a world class, differentiated and personalised ecommerce experience.
• Educate the business on what a good product looks and feels like, ensuring all colleagues ‘think digital’, and work to ensure all campaigns and relevant activities are integrated across channels.
• Manage stakeholder relations and interactions with senior leadership across technology, product operations and other corporate functions.
• Work closely with senior management across disciplines to develop a thorough understanding of business challenges and opportunities.
• Develop a data-driven mindset within your teams, leading delivery planning to produce tangible, measurable value for the business.
• Leverage quantitative and qualitative data to identify areas of opportunity throughout the customer journey.
• Maintain a deep-rooted knowledge of our customers across brands and their behaviour, challenges, and needs.
• Lead, mentor and grow the product function. Continue to evolve and improve the agile development practice in collaboration with the Software Engineering team.

Skills and experience

• Extensive experience of building and leading Product teams in an eCommerce environment with a strong focus on enhancing the customer experience.
• Deep understanding of eCommerce transactional processes, pricing, and payments in a relevant industry.
• Data driven mindset with proven experience in successfully delivering measurable business value.
• Excellent interpersonal and communication skills, with ability to influence senior leaders and build support from stakeholders across the business.
• Strong experience collaborating with technology engineers and product design teams to evolve customer experiences.
• Strong, positive attitude, with the ability to embrace uncertainty and to lead change.
• Experience leading and coaching high performing Product teams, developing team members and supporting them to grow.
• Extensive experience working in an agile development environment.