Online Customer Journey Specialist

As Online Customer Journey Specialist, you’ll play a pivotal role in shaping the customer 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 is to deliver a seamless, highly relevant online experience that maximizes conversion and increases brand loyalty for our customers.

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: Identify growth opportunities based on customer feedback, journey mapping, testing, and data across all our markets and both app and website.
• Grow ecommerce revenue and conversion rate with a customer-centric and mobile-first perspective.
• Analyze customer behaviour and segment audiences together with our CRM department to deliver personalized on-site experiences.
• 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 and improve 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, including 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 segmentation.
• Proficiency in A/B or multivariant 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, A/B 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 fast-paced environment, while managing digital projects.

WE OFFER YOU

HYBRID WORK

Benefit from the flexibility of working from home, ensuring you can maintain productivity from anywhere. We have a 60:40 policy based on your working hours.

BUY & SELL DAYS

Every year in April, you will be eligible to buy or sell additional vacation days.

HUNKEMOLLER ACADEMY

Continuous learning opportunities and professional growth are supported through various training programs and workshops.

25-55% STAFF DISCOUNT

Our products are much loved by our employees. As part of the brand, you will receive a discount of 25% on all Hunkemoller products. On some Mondays we have an additional sale on our newest collections. On top of the 25% discount, you will receive an additional 25 - 35% discount.

WORK FROM ABROAD

Get the opportunity to work from abroad for up to 2 weeks!