Manager Customer Experience – E-Commerce
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Job Description
Manager Customer Experience / E-Commerce enhancing online brand experience and conversion optimization for ALEMI, a Zurich-based handbag brand.
Responsibilities:
- You will take ownership of how customers experience our brand online.
- This role sits at the commercial core of our business — shaping the webshop performance, driving conversion optimization and continuously improving the digital buying journey.
- You identify friction, challenge the status quo and translate insights into action.
- You think in funnels, segments and measurable impact — and you enjoy working hands-on, close to the product, the data and the execution.
- You will play a key role in scaling a profitable, fast-growing premium D2C brand and directly influence revenue growth through smarter digital experiences.
- Optimize the customer journey on the website from visit to purchase
- Segment customer groups and tailor content accordingly
- Funnel optimization to improve conversion rates
- Collaborate with UX/UI designers to enhance user experience
- Plan, brief, implement, analyse and optimize webshop elements for campaign funnels (e.g. banners, texts etc.)
- Own and optimize key webshop touchpoints such as navigation/menu, homepage, hero campaigns, landing pages, announcement bars, collections, PDPs and cart
- Conduct A/B tests for new onsite promotions
- Run funnel tests and implement new website elements
- Own product presentation within the webshop
- Brief and implement product images and content for each PDP section
- Manage variant set-ups and maintain product content
- Create and assign products to relevant collections
- Manage product recommendations (upsell and cross-sell strategy)
- Oversee collection product sorting
- Create educational content pages such as product guides, FAQs, product finders, contact/help center content and delivery status updates
- Ensure accuracy of legal texts
- Main KPIs include: Conversion Rate Shop NPS Revenue per User
- Further analysis responsibilities include: Conversion funnel performance, Landing page performance, Top viewed pages, Click behaviour (heatmaps), Product and campaign promotions, Testing and optimization of product recommendations (upsell / cross-sell / sorting), Product performance analysis
Requirements:
- Strong e-commerce experience (testing, optimization and execution mindset)
- Ability to think in funnels and customer segments
- Understanding of UX/UI structures and digital flows
- Fluent German and English
- Ability to analyse user behaviour and derive optimization measures
- Experience with A/B testing and common analytics tools
- Strong ownership mentality and hands-on execution drive
- Data-driven mindset
- Experience working with e-commerce platforms (e.g. Google Analytics etc.)
Benefits:
- A role with direct influence on growth and business performance
- High level of ownership and autonomy in decision making
- Opportunity to shape and scale the digital experience of an international premium brand
- Competitive and fair compensation aligned with responsibility
- Flexible fully remote working model with trust-based working culture
- Modern tech stack and data-driven environment
- Continuous learning curve in a fast-growing entrepreneurial setup
- Product perks and meaningful employee discounts
- International, ambitious and supportive team
- Regular team gatherings and inspiring offsite events
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