Digital Experience Manager (Japan)

Job Description

As a Digital Experience Manager, 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. Additionally, you will lead the development of functions, online visual merchandising, digital copywriting, and customer behavior analytics. You will ensure COS Brand ID and all detailed product information is well delivered to the customers.

Key Responsibilities:

Results:

• Build both short-term and long-term strategies for COS Site that associate with the goals of customer acquisition and retention.

• Manage the overall site calendar for regular site refreshes, seasonal and promotional campaigns on both OS and EC platforms.

• Create/optimize product copy that clearly and accurately communicates campaign mechanism, product info, as well as aligns with the SEO purpose.

• Take agile actions based on the results in terms of site performance and customer behavior to maximize the conversion in each section on sites.

Approach:

• Customer centricity is key to this role.

• Understand the online customer’s expectation through behavior & data analysis, and plan for the constant improvement of UX/website functionality by working closely with the IT Team.

• Understand the product and marketing focuses from Global and local Merchandising and Marketing Team, and appropriately translate them to site delivery including but not limited to site content, visual communication.

• Keep bringing fresh ideas and look for opportunities to drive business by improving the site experience for customers.

• Ensure that the COS Japan e-commerce platform stays in line with COS aesthetics, visually balancing the collection of products based on commerciality, branding, and seasonal trends.

Team:

• Report to Japan E-Commerce Manager. Dotted line to Regional DX Manager.

• Collaborate within your E-Commerce team to establish a customer journey that drives profitable Ecommerce selling towards the set targets and goals.

• Drive objectives together 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 on site and VM.

• Work closely and cross-functionally with other key online functions such as Digital Marketing and Online Merchandising to initiate local commercial plans to drive online business.

• Partake in various and diverse projects linked to site optimization, including navigation, shop content, and search assignments.

• Work closely with both internal and external business partners/agencies to secure the on-time and precise launch of all online products and content.

• Regularly attend team meetings to ensure site plans reflect seasonal opportunities and they balance both commercial and branding priorities.

Qualifications

• Previous experience in e-commerce or the digital fashion industry preferred.

• Insightful and knowledgeable in product hierarchy and customer journey.

• Excellent English and Japanese language skills, both verbal & written.

• Curious mindset in data.

• Excellent communicator and the ability to build relationships with key stakeholders.

• Knowledge of E-commerce tools (CMS, BI, GA/GA4).

• Possess a strong eye for fashion styling and visual standards, paired with a deep understanding of online consumer behavior.

• Ability to be highly organized, thrive when managing multiple deadlines simultaneously, and take absolute pride in the precision of site execution.

• Love digging into customer journeys and sales data to troubleshoot frictions and improve the digital shopping experience.

• A flexible team player who handles changing business needs with an open mind and a proactive, collaborative attitude.

Additional Information

This is a full-time position based in Japan, reporting to the E-commerce Manager.

Ready to apply? Click on the I’M INTERESTED link where you can upload your CV securely. Please submit your CV in English Format. Once we have received your application, we will keep you updated regularly about the status of your application so please look out for our email.

Kindly note this position is offered on a local contract, therefore you should have the legal right to work in Japan before applying. Other candidates are welcome to register their interest and we will keep you in mind for future opportunities.

Company Description H&M Group is a multi-brand organization comprised of H&M and our Portfolio Brands, including COS, Weekday, & Other Stories, and ARKET.

COS offers a wardrobe of ready-to-wear and accessories rooted in exceptional quality and lasting design. The brand has an elevated aesthetic that embodies luxury with an emphasis on craftsmanship, innovation, and compelling fashion movements.

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

In addition to this, colleagues also receive:

• Commuting fee

• Celebration of Long Service Award

• HIP - H&M Incentive Program for Long service employee

• Childcare / Family Care Leave

• Health checkup

• Wellness benefit (Benefit one)

• Paid leave / Sick leave

• Volunteer benefit

• Opportunity to work with a global environment

Inclusion & Diversity At COS, we’re determined to create and maintain inclusive, diverse, and equitable workplaces throughout our organization. Our teams should consist of a variety of people that share and combine their knowledge, experience, and ideas. Having a diverse workforce leads to a positive impact on how we address challenges, on what we perceive possible, and on how we choose to relate to our colleagues and customers all over the world. Hence all diversity dimensions are taken into consideration in our recruitment process.