Digital Experience Manager, Sales Market Germany (m/f/d)

About the role

H&M Group is a global company of strong fashion brands and ventures. Our goal is to prove that there is no compromise between exceptional design, affordable prices, and sustainable solutions. We want to liberate fashion for the many, and our customers are at the heart of every decision we make. We are made up of thousands of passionate and talented colleagues united by our shared culture and values. Together, we want to use our power, our scale, and our knowledge to push the fashion industry towards a more inclusive and sustainable future. WHY YOU'LL LOVE WORKING HERE At H&M Group, we are proud to be a vibrant and welcoming company. We offer our employees attractive benefits with extensive development opportunities around the globe. Global Employee Discount of 25% on our products at H&M and H&M Group Brands such as A

Responsibilities

• As Digital Experience Manager for Sales Market DE, you will lead the digital customer experience across app and web, turning commercial priorities, customer insights and performance data into clear actions that improve customer value, brand perception and profitable digital growth.
• You will:
• Lead, coach and develop a team of five E-com Leads, creating clarity, accountability and strong collaboration across customer groups.
• Translate the QCP into daily site activity plans across customer groups, including content publishing, start page planning and navigation.
• Secure full-funnel optimisation of the holistic digital customer experience across app and web.
• Optimise overall digital performance in line with QCP and global guidelines.
• Plan analysis of sales performance, web analytics, customer behaviour and A/B testing to generate hypotheses and identify actions that improve digital sales, profit, brand perception, customer lifetime value and customer retention.
• Review results and conclusions from tests and actions, share learnings with Sales Market teams and Global functions and support continuous improvement of the digital experience.
• Continuously monitor and optimise delivery, payment, return options and fees to support customer experience and profitable digital growth.
• Drive the implementation of post-purchase strategies, new capabilities and roll-outs.
• Manage interactions with customer support and raise incidents with Global and Business Tech when needed.
• Plan digital execution together with the Commercial Manager and Commercial Lead.
• Leverage the Commercial Business Analyst for analysis, testing and performance follow-up.
• Identify recurring digital pain points and turn them into clear recommendations for local teams and global partners.
• WHO YOU'LL WORK WITH
• You will lead the E-com Leads team in Sales Market DE and work closely with the Commercial Manager, Commercial Lead, Commercial Business Analyst, customer support teams, Business Tech and Global functions.
• You will collaborate across local and global teams to secure aligned planning, strong execution and continuous optimisation across digital touchpoints. The role is based in Berlin or Hamburg and requires travel between both locations depending on business needs.

Requirements

• We are looking for people with...
• A Bachelor's degree in Business, Marketing, Economics or a related field.
• Six or more years of experience in e-commerce, digital commerce, digital experience or digital commercial optimisation, preferably within fashion or retail.
• Proven experience leading and developing a team, including setting direction, coaching others and building strong ways of working.
• Strong understanding of the total digital ecosystem, including app, web, content, navigation, analytics, testing, fulfilment and post-purchase experience.
• Experience driving digital performance through data, customer insights, testing and structured follow-up.
• Experience leading cross-functional collaboration and influencing without formal authority.
• Strong analytical, planning and communication skills.
• Excellent communication skills and fluency in English.
• And people who are...
• Deeply knowledgeable about digital channels and their commercial implications.
• Confident leading specialists while staying close to execution and performance.
• Structured, analytical and able to turn insights into practical actions.
• Clear communicators who can align stakeholders across commercial, analytical, technical and global teams.
• Strong in prioritisation, especially in a fast-moving and complex environment.
• Comfortable working with both local business needs and global guidelines.

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