LOCATION:​ Shanghai 

FUNCTION:​ E-Commerce

TEAM:​ E-Commerce

MANAGER:​ E-commerce Manager

KPIs:​ Conversion Rate, Engagement, Add to cart​

ABOUT THE ROLE: The Digital Experience Specialist is responsible for the end-to-end user experience on all digital channels, driving daily content and site planning and securing execution of a seamless customer journey across the full-funnel, from start page to final receipt.​ You contribute to digital profitable growth in your sales market, playing a critical role in optimizing the digital experience of our customers that drives brand perception, sales growth, and profitability. ​

RESPONSIBILITIES

Digital Experience with Quality: Achieve sales and CX goals by creating the best shopping experience through site planning,  site and marketplace platforms' updates, category optimization and visual merchandising while always adhering to COS standards for quality. Responsible for securing overall digital customer experience day-to-day and website communications in coordination with business goal.

Strategic Planning and Visual Merchandising: Translate commercial plan into campaign launches and regular site plan that delivers strong commercial performance in line with CX strategy. Ensure content usage is in line with commercial calendar and leverage potential products to be always centered across the digital channels.

Customer Experience & Journey Optimization: Implement journey updates and supports optimization. Conduct analysis and utilize insights from data such as search, web analytics, user behaviour, heatmapping, and A/B testing to generate hypothesis and identify actions to improve user experience and site performance as well as brand perception. Runs A/B tests, update UX elements and implements CRO changes.

Seamless Site Operation and Analysis: Keep track of product availability to reflect site planning and maximize selling. Regular site refresh and update in line with commercial and content plan, and monitor site performance to flag experience or usability issues. Pull reports to track key metrics and ideate actions available such as content relevancy, optimization of landing pages, and other conversion points. Identify and drive tests to positively impact conversion, improve customers engagement and selling based on understanding of daily performance and customer behaviour. Review results and conclusions of tests and actions, then share learnings with regional teams and global functions.

Collaboration: Work closely with cross-functional stakeholders, regional and global teams, and external business partners to shape and implement website activities for all digital channels. Align website activities with ecommerce manager and relevant stakeholders to achieve set target with sustainable actions.

SKILLS & ABILITIES

Visual Merchandising: The ability to create visually appealing displays for online retail and knowledgeable in product hierarchy. Considering merchandising direction, inventory position, product placement, and customer mindset to ensure commercial, relevant and visually strong product presentation.

Attention to Detail: Performs audit check on all site content launches, regularly reviewing the customer experience and visual standards and taking appropriate action to secure quality on a daily basis. Ensures that all aspects on site is presentable at all time, from product details, to product landing pages and department landing pages.

Operational Excellence: Demonstrates the ability to oversee and continuously improve operations. Applies strategic planning, process optimization, project management, resource management and best practices to drive efficiency and consistency.

Customer Centricity: Keeps a pulse on customer and user needs, industry trends and best practices to ensure COS can deliver exceptional experiences and drive business outcomes. Able to monitor customer behavior and competitors by highlighting trends, features and website function ability that would add value to the customer experience.

Communication: Communicates clearly and effectively, adapting to different audiences and contexts. Listens actively, gives and receives feedback constructively, and represents the brand confidently when engaging with external partners.

This is a full‑time role based in our Shanghai Office in China, reporting to the E-Commerce Manager in China. The position requires a presence in the office 4 days a week, and candidates must already have the right to live and work in China. To apply for this role, please submit your application, including your CV.