Online Customer Journey Specialist

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.