the job
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
Visual Merchandising & On-site Experience
- 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
MarTech Product Ownership & Integration
- 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 targets
- Translate business needs into clear product requirements and collaborate with design and engineering teams to deliver features on time and at scale
- Lead continuous experimentation through A/B testing and data-driven iteration to optimize digital experience
Analytics, Insights & Customer Advocacy
- Define, track, and report on key performance metrics such as search success, engagement, conversion rates, customer lifetime value, NPS, and merchandising effectiveness
- Use customer data and behavioral insights to identify opportunities and refine the customer journey across digital channels
- Act as the voice of the customer internally, ensuring user needs and expectations guide product decisions
Additional 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 engagement
- Understand E-commerce backend systems including ERP integrations, order management, and inventory syncing to ensure seamless CX
- Be experienced with loyalty, gamification, and referral mechanics that boost customer retention and lifetime value
- Have a strong grasp of data privacy and compliance requirements impacting customer data handling and marketing
- Bring knowledge of performance marketing dynamics, attribution modeling, and multi-channel campaign optimization to align product features with marketing goals
- Demonstrate a strategic mindset focused on scalable solutions, automation, and operational efficiency to support rapid business growth
- Possess excellent stakeholder management and leadership skills to align cross-functional teams and external partners around ambitious growth plans
profile
- Bachelor’s degree in Computer Science, Engineering, Business, or related field; MBA is a plus
- 5–9 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 & discovery
- Strong understanding of site search technologies, ranking algorithms, merchandising platforms, and personalization engines
- Hands-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 advantage
- Exceptional analytical skills combined with deep user empathy and a proven record of launching and scaling CX-focused features
- Excellent communicator and team player, able to inspire cross-functional teams and align stakeholders around a shared product vision
- Bonus: Experience with development, data science, AI/ML-driven search or recommendations, and product marketing
