Head of Digital Experience

About COS

COS creates contemporary wardrobes and accessories with a focus on superior quality and enduring design. The label is known for a refined look shaped by craftsmanship, innovation, and fashion-led thinking.

Role overview

This position owns the digital experience across existing and newly launched internal platforms, while also collaborating across marketplaces and franchise channels. The role shapes a smooth omni-channel visual customer journey, raises standards for execution, and helps secure commercial performance through site content, customer journey planning, visual merchandising, and sales. Continuous improvement is essential, with a strong focus on CRO, site engagement, and long-term customer value.

Key responsibilities

• Build, evolve, and deliver the strategy for an elevated customer journey across current and future digital channels, supporting growth and commercial results.
• Use data and insights to guide decisions, improve year-over-year financial outcomes, meet digital business objectives, and define long-term channel growth ambitions.
• Work closely with Marketing and Communications to design customer journeys and site experience plans for campaigns and content that align with commercial priorities and brand direction.
• Set and maintain a global benchmark for the brand’s core offer expectations, while helping regions adopt and use the guidance effectively for local success.
• Continuously review and improve the online customer experience in line with the broader experience vision.
• Partner with Digital Product and Technology teams to influence the product roadmap by defining business problems, supporting commercial optimisation, and improving tools.
• Collaborate on the rollout of AI across platforms, including opportunities around agentic AI and personalisation.
• Lead, develop, and scale a high-performing Digital Experience team through the full employee lifecycle.
• Create a team culture built on curiosity, experimentation, accountability, and collaboration.

What you need to succeed

• Strong use of data and customer insight to inform strategy, own results, and deliver against targets.
• A commitment to continuous improvement and high standards, with a focus on creating value and exceeding customer expectations.
• Customer-first thinking with attention to user needs, industry trends, and best practices.
• Ability to build strong internal partnerships, align priorities, influence outcomes, and deliver cross-functional results.
• Confident leadership style with clear expectations, strong follow-through, and accountability for outcomes and standards.
• Ability to translate business strategy into clear, prioritised plans that make team work meaningful and commercially relevant.

Benefits and additional information

COS provides attractive benefits and extensive development opportunities worldwide. All employees receive a 25% staff discount on H&M Group brands, both in-store and online, and are enrolled in the H&M Incentive Program (HIP).

UK-based colleagues also receive the following benefits:

• 25 days of annual leave
• Annual health checks
• 25% staff discount
• Pension scheme
• Access to discounts on a range of activities and financial or lifestyle products through the benefits hub
• Cycle-to-work scheme
• Discounted gym membership
• Employee assistance through Retail Trust
• Private health and dental cover

Applicants are invited to submit a CV through the application link provided. Updates on application status will be shared by email.

Values and culture

The company places strong importance on alignment with its values. These include being open-minded and curious, daring to be different, believing in continuous improvement, and empowering people to take ownership. These behaviours shape how the business works and how people are expected to contribute.