Online Customer Journey Specialist

Join Our Team as an Online Customer Journey Specialist

As an experienced Customer Journey Specialist, you will own and optimize the digital experience for our brand and be at the heart of our digital transformation by crafting engaging, data-driven journeys that delight our customers and drive conversion.

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. Working within the webshop team 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

• Grow webshop revenue and conversion rate with a customer centric perspective
• Identify growth opportunities based on customer feedback, market trends and sales data and monitoring key commercial metrics
• Map and continuously improve the online customer journey across all digital touchpoints
• Analyze customer behaviour and segment audiences to deliver personalized experiences by using CRM tools (e.g. Bloomreach) to support targeted communication
• Conduct 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
• Affinity with SEO and content optimization
• 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
• Technical proficiency with e-commerce and analytics platforms
• Proven track record of driving results through data informed decisions
• Proven experience mapping and optimizing digital customer journeys
• Deep customer empathy, you are customer-focused in all your optimizations
• Customer Journey Mapping: Skilled in identifying digital touchpoints and tailoring experiences through segmentation
• Data Analysis & Insights: Proficient in behavioural analytics and performance tracking. Familiarity with tools like Google Analytics, Hotjar
• Proficiency in A/B or multi-variant testing and using analytical tools to guide improvements
• UX Awareness: Understanding of seamless navigation, search optimization, and mobile-first design. Background in UX optimization across navigation, search, and mobile
• Tech Savvy: Comfortable with platforms like Bloomreach, Salesforce Commerce cloud, and analytics tools
• Collaboration & Communication: Able to work cross-functionally and communicate clearly with diverse teams in a cross-functional and fast-paced environment, and managing digital projects
• Problem-solving and continuous improvement mindset

Benefits

• 25 Days of Annual Leave: As a full-time employee, you will receive 25 days of paid holiday each year, with the flexibility to buy or sell up to 4 additional days to meet personal needs.
• Hybrid Work Model: We offer a flexible hybrid work environment, enabling you to seamlessly balance office and remote work to enhance productivity and work-life balance.
• Work From Abroad: Take advantage of the opportunity to work remotely from abroad for up to 2 weeks annually.
• International Work Environment: Join a dynamic, global team that fosters collaboration and cultural diversity, providing you with a rich and inclusive professional experience.
• Partial Travel Allowance: Benefit from a partial travel allowance to support your commuting costs, ensuring your journey to and from work is more affordable.
• Hunkemöller Academy: Gain access to our Hunkemöller Academy, offering a wide range of professional development programs to support your career growth and skill enhancement.
• Employee Discounts: Enjoy a 25% discount on all company products, allowing you to access our offerings at a reduced price.

We are digitally driven and powered by data; a simple statement yet fundamental to the success of any retail organization. Retail leadership will be about creating a World-Class shopping experience for our customers whatever the channel or journey either digital or in store.