The role incumbent will be responsible for owning and optimizing the end-to-end digital customer journey across the E-commerce platform. This role leads the strategic planning and execution of key experience drivers including on-site search, personalization, digital merchandising, and MarTech integrations. By delivering a seamless, engaging, and relevant shopping experience, the role plays a critical part in increasing conversion rates, enhancing customer loyalty, and driving sustainable business growth.
Job Description
Customer Experience, Search & Personalization
- Define and continuously improve the end-to-end digital customer journey across all touchpoints, with a strong focus on search relevance, product discovery, and personalized engagement
- Lead product development for site search, including algorithms, filters, sorting, and smart auto-suggestions to maximize findability and user satisfaction
- Drive dynamic product ranking strategies leveraging customer behavior insights, inventory data, trends, promotions, and seasonality
- Collaborate closely with design, buying, and content teams to create visually compelling, high-converting product listing pages (PLPs) and product detail pages (PDPs)
- Build and optimize tools and automation to empower internal teams in managing on-site merchandising such as product carousels, landing pages, and dynamic category showcases
- Balance data-driven automation with human creativity to maintain fashion relevance, editorial storytelling, and commercial impact
- Own and build the MarTech ecosystem including CRM, Customer Data Platforms (CDPs), journey orchestration, loyalty platforms, and campaign automation tools
- Define and oversee data flows and integrations supporting personalized, event-triggered marketing journeys across owned and paid channels
- Develop modular, scalable user segmentation, targeting, and experimentation capabilities to drive smarter marketing execution
Product Roadmap & Agile Delivery
Develop and maintain the CX and Martech product roadmap aligned with brand vision and business growth targetsTranslate business needs into clear product requirements and collaborate with design and engineering teams to deliver features on time and at scaleLead continuous experimentation through A / B testing and data-driven iteration to optimize digital experienceAnalytics, Insights & Customer Advocacy
Define, track, and report on key performance metrics such as search success, engagement, conversion rates, customer lifetime value, NPS, and merchandising effectivenessUse customer data and behavioral insights to identify opportunities and refine the customer journey across digital channelsAct as the voice of the customer internally, ensuring user needs and expectations guide product decisionsAdditional Familiarity & Growth Skills
To thrive and help scale our digital E-commerce business rapidly, the ideal candidate will :
Have familiarity with AI / ML-driven search, recommendations, and merchandising automation tools to enhance personalization and customer engagementUnderstand E-commerce backend systems including ERP integrations, order management, and inventory syncing to ensure seamless CXBe experienced with loyalty, gamification, and referral mechanics that boost customer retention and lifetime valueHave a strong grasp of data privacy and compliance requirements impacting customer data handling and marketingBring knowledge of performance marketing dynamics, attribution modeling, and multi-channel campaign optimization to align product features with marketing goalsDemonstrate a strategic mindset focused on scalable solutions, automation, and operational efficiency to support rapid business growthPossess excellent stakeholder management and leadership skills to align cross-functional teams and external partners around ambitious growth plansprofile
Bachelor’s degree in Computer Science, Engineering, Business, or related field; MBA is a plus5–9 years of product management experience, preferably within fashion E-commerce or consumer digital platforms, with at least 3 years focused on CX, MarTech, or search & discoveryStrong understanding of site search technologies, ranking algorithms, merchandising platforms, and personalization enginesHands-on experience with leading MarTech platforms (e.g., CDPs, CRM, customer engagement, and analytics tools). Familiarity with enterprise-level E-commerce ecosystems and headless architecture (e.g., MACH Alliance frameworks or similar) is a strong advantageExceptional analytical skills combined with deep user empathy and a proven record of launching and scaling CX-focused featuresExcellent communicator and team player, able to inspire cross-functional teams and align stakeholders around a shared product visionBonus : Experience with development, data science, AI / ML-driven search or recommendations, and product marketing#J-18808-Ljbffr