Head of Digital Experience
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Description
Job Title: Head of Digital Experience
Location: London (Hybrid working available)
Reporting To: SVP Growth
Who we are
At Monica Vinader, we're on a mission to prove that buying better, wearing longer and doing better don't have to be mutually exclusive. From our commitment to making the most sustainable jewellery we can using precious materials, to the timeless style and endless versatility of our pieces, we are driven to making everyday fine jewellery accessible and affordable.
And don't just take our word for it, we are proud to be recognised in the industry through our recent awards, proving we are leading the way in sustainable jewellery:
• Ethical/Sustainable Jewellery Business of the Year 2021 & 2023, Retail Jeweller
• Jewellery Brand of the Year 2023, Retail Jeweller
• Queen's Award for Enterprise: Sustainable Development 2022
• Responsible Luxury Business of the Year 2023 & 2022, Positive Luxury
We are digital first, omni-channel, customer obsessed, female led and inclusive, focused on creating meaningful relationships with our community, who we owe our success to. We are looking for someone special to join our team to help us make luxury something we can all enjoy everyday.
Where we need your help
We have all the makings of an iconic brand - beautiful products that are timeless and designed to last, service that exceeds our customers' expectations, a passionate founder that cares deeply about doing what is right and a loyal and growing community who advocates for us.
The Head of Digital Experience role is an exciting opportunity to maximise revenue per session by transforming the online (& to offline) customer experience. This role will be a data enabled blend of product roadmapping, commercial decision making & customer experience design.
What you'll do
• Own the vision for how our digital experience delivers to commercial needs - connectivity between tech, content, growth & data
• Defining at a customer & geo level, then leading on the delivery of it
• Partner with Digital product & Growth to maximise site conversion rate both within critical trade periods & across core journeys regionally
• Map the critical journeys, define requirements to enhance them & deliver an always on A/B testing program to maximise commercial benefit
• Consider both medium & long term growth potential, balancing opportunities to drive CVR now with opportunities for fundamental journey enhancement in the future
• Lead the team that partners with product (physical), brand & growth to ensure classic & new product is represented in the most effective way to maximise sales opportunity & the digital experience allows for seamless discovery
• Continuously challenge the balance between brand messaging, digital functionality requirements & available technology solutions to enhance the customer experience
• Collaborate with digital product, data & product teams to increase AOV, acknowledging the differences in doing so between core regional markets (UK, US, APAC) & the sensitivities between AOV & CVR
• Lead ongoing & develop new AOV driving propositions, continuously testing & challenging new & existing experiences to improve revenue per session
• Be a key voice in digital thought leadership at MV, continually exploring opportunities within technology & process development to challenge & improve our ways of working
• Main commercial stakeholder in the development of our digital transformation roadmap, partnering directly with the Director of Data & Technology
• In particular, lead on how AI will transform how we advance the customer experience across all digital touchpoints
• Continual assessment of our ecom & marketing technology stack to ensure alignment to our long term commercial objectives, considering both the on & offline experience connectivity
What you'll bring
• Technical expertise: you have operated within the digital experience space & have a solid understanding of the breadth & depth of technology capabilities available to a Digital first retail business
• A commercial mindset: this role will suit someone who is used to considering business needs before diving into their projects.
• Expert stakeholder management skills: this role will have product, merchandising, brand & growth all knocking at their door
• Entrepreneurship: you should be canny, and able to take on feedback/criticism with a desire to constantly improve.
To be successful at Monica Vinader...
• You are a doer
• You're a team player
• You're humble
• You are honest, straightforward and transparent
• You are a good teacher/mentor (approachable and accessible)
• You want to get your hands dirty
• You solve problems
• You are resilient
• You are flexible
• You are entrepreneurial, smart, and passionate
• If you don't know something, you say so. Then go figure it out quickly
• You love working in a creative environment
• You have a sense of humour
• You are an insatiable learner
Additional Requirements
Ability to document your authorisation to work in the United Kingdom.
Travel Requirements
Regular travel to our Norfolk / London office may be required.
Our Aims and Values
Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service. We are:
Customer Obsessed
Our customers are at the core of everything we do. We will always deliver an outstanding and personal experience to them every time they interact with us, to ensure their ongoing support and loyalty.
Caring
We treat people with respect, as we would want to be treated. We are apolitical and assume good intentions in others. We are open and honest with each other while ensuring we take an empathetic and supportive approach.
Fast Paced
We are passionate about what we do, and we want to reach as many customers as fast as we can. We combine focus with pragmatism and flexibility so that we can move at pace in whichever direction we need to take.
Exceptional
We have a relentless desire to continually learn and improve to ensure our products and approach are exceptional. Our tenacity, high standards and attention to detail give us a competitive advantage.
Commercial
We focus hard on facts and approach things in a logical, rational and analytical way. We challenge each other to make sure we make decisions and take actions that create value for our business and our customers.
[Remove this for non-UK roles where irrelevant]
Monica Vinader as a global business makes the following inclusive culture pledge:
Our jewellery is for everyone and so is our community. Together, we will continue to implement sustainable changes to ensure that career opportunities and progression are open to all. We commit to celebrating the diverse voices of our employees, partners, and the customers we serve.
This job description is not intended to be an exhaustive list of duties to be performed by the employee. This job description may be altered to reflect the business needs of the company.
Monica Vinader Ltd, Holkham Studios, Longlands, Holkham Park, Wells-next-the-Sea,
Norfolk, NR23 1SH
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At Monica Vinader, we're on a mission to prove that buying better, wearing longer and doing better don't have to be mutually exclusive. From our commitment to making the most sustainable jewellery we can using precious materials, to the timeless style and endless versatility of our pieces, we are driven to making everyday fine jewellery accessible and affordable. We are digital first, customer obsessed, female led and inclusive, focused on creating meaningful relationships with our community, who we owe our success to. We are looking for someone special to join our team to help us make luxury something we can all enjoy everyday.Further information is available at www.monicavinader.com