YOUR TASKS
You’ll be responsible for ensuring our customers find the perfect fit and style while enjoying a seamless, personalized journey from discovery to checkout and beyond. As part of the webshop team within the ecommerce department of a leading lingerie brand, you’ll map, analyze, and optimize every step of the customer journey, from first click to loyal repeat purchase in all our markets.
Key Responsibilities
- Customer Journey Strategy & Optimization by identifying growth opportunities based on customer feedback, journey mapping, testing and data across all our markets & both app and website
- Grow ecommerce revenue and conversion rate always with a customer centric and mobile-first perspective
- Analyze customer behaviour and segment audiences with our CRM department to deliver personalized experiences on site
- Conduct and prioritize A/B testing and leverage tools like Google Analytics and Hotjar to identify optimization opportunities.
- Collaborate with UX/UI, marketing, and product teams to enhance navigation, search, and mobile usability to enhance the shopping experience
- Communicate insights and recommendations clearly to stakeholders at all levels
- Stay up to date with e-commerce trends, tools, and best practices.
What we are looking for
- 4+ years of e-commerce experience in a similar role
- Proven track record of driving results through data informed decisions, both behavioural analytics and performance tracking
- Proven experience mapping and optimizing digital customer journeys.
- Customer Journey Mapping: Skilled in identifying digital touchpoints and tailoring experiences through i.e. segmentation.
- Proficiency in A/B or multi-variant testing and using analytical tools to guide improvements
- Understanding of seamless navigation, search optimization, and mobile-first design.
- Agile & Lean mindset and work experience
- Problem-solving and continuous improvement mindset.
- Technical proficiency with e-commerce and analytical platforms (such as Bloomreach, SFCC, Contentstack, GA4, AB testing tools, Hotjar or Contentsquare)
- Deep customer empathy, you are customer-focused in all your optimizations
- Able to work cross-functionally and communicate clearly with diverse teams in a cross-functional and fast-paced environment, and managing digital projects.
As Online Customer Journey Specialist, you’ll play a pivotal role in shaping the customers on-site experience in all our markets. You will own and optimize the customer journey on our website and app, from first discovery to repeat purchase, using data-driven insights, experimentation, and personalization. Your mission: deliver a seamless, highly relevant online experience that maximizes conversion and increases the brand loyalty for our customers.
