COS Head of Digital Experience

In this role you are accountable for the digital experience across existing and new internal platforms and in partnership across marketplaces and franchise. Your strategy contributes to a seamless omni‑visual customer experience, maximising the vision and setting standards for excellence. Your team sets global execution strategies to secure commercial success, focusing on site content and customer journey planning, visual merchandising and sales. You are constantly iterating to leverage the capabilities of our digital channel and reach budgeted results for CRO, site engagement and long‑term customer value.

What You Will Do

• Strategic Planning – deliver and evolve the strategy for an elevated customer journey across current and new digital channels to drive growth and commercial outcomes. Champion data‑led decision making to secure YOY financial success, ensure digital business goals are met and define long‑term channel growth ambitions.
• Cross‑Functional Collaboration – partner closely with Marketing and Communications to establish customer journeys and site experience strategies for campaigns and content in line with our commercial priorities and brand strategy, setting a global standard around our core offer expectations. Drive regions to adopt and leverage the guidelines for localised success.
• Experience Optimisation – constantly evaluate and evolve the online customer experience in line with the customer experience vision. Collaborate closely with Digital Product and Tech teams to influence the product roadmap, providing problem statements for development needs and commercial optimisation of the tools. Collaborate to realise the roadmap for the implementation of AI across platforms and the possibilities that AI and personalisation bring.
• Leadership and Team – lead and grow a high‑performing Digital Experience team, guide them through the whole employee lifecycle, fostering a culture of curiosity, testing, accountability and collaboration.

What You Need To Succeed

• Data‑Driven Decision Making – utilises data and customer insights to take strategic decisions, owns outcomes and delivers against targets to drive sustainable business performance.
• Dedication to Excellence – foster a culture of continuous improvement, encouraging a mindset focused on value creation and continuous evolution to surpass customer expectations with outstanding services.
• Customer‑Centric – keeps a pulse on customer and user needs, industry trends and best practices to ensure the company can deliver exceptional experiences and drive business outcomes.
• Collaboration – builds strong internal partnerships to align priorities, influence outcomes and deliver cross‑functional results. Removes obstacles to support the team to implement change at pace and improve ways of working.
• Leadership – sets high expectations, tracks progress and holds individuals accountable for outcomes and standards. Converts business strategy into clear, prioritised plans ensuring teams feel their work is meaningful and commercially relevant.

Additional Information

We offer all of our employees attractive benefits with extensive development opportunities around the globe. All employees receive a 25% staff discount usable on all H&M Group brands in stores and online. In addition, all employees are included in the H&M Incentive Program – HIP.

• 25 days holiday
• Annual health checks
• 25% staff discount
• Pension scheme
• Discounts on various activities and financial/lifestyle products via our benefits hub
• Cycle‑to‑work scheme
• Discounted gym membership
• Employee assistance via Retail Trust
• Private health & dental care