Job Description

This role owns how customers discover, understand, and choose INDOCHINO across both appointment-led and ecommerce journeys—and how we continue to engage them over time.

Digital is the front door to our business. It’s where we educate customers on why custom suiting is better than off-the-rack, why INDOCHINO is the right choice, and why now is the right time to buy. This role is responsible for deeply understanding customer needs and behaviors and turning those insights into a clear, compelling, and high-performing experience that balances education, inspiration, and conversion across multiple paths to purchase.

In this role, you will own digital performance outcomes once customers land on our site—driving conversion across appointment bookings, ecommerce purchases, and repeat behavior. You’ll define how we achieve those goals by setting the digital roadmap, evolving key flows, and partnering cross-functionally to deliver an experience that is brand-aligned, intuitive, and built to convert.

This role sits within the Marketing team and reports to the VP of Marketing, partnering closely with Brand, Creative, and Channel leaders, as well as Retail, Technology, and Merchandising. We’re looking for a strategic, customer-first leader who is highly collaborative, data-driven, and excited to help lead the next phase of digital innovation—raising the bar for what great digital experience looks like at INDOCHINO.

Key Responsibilities:

Revenue & Conversion Performance

Fully accountable for digital performance against core KPIs including appointment bookings, online orders, conversion rates, and revenue contribution
Own performance plans to deliver improvement in partnership with Channel leaders, Retail, and Technology
Prioritize initiatives based on measurable business impact, focusing resources on the highest-return opportunities

Digital Experience & Optimization

Own the end-to-end digital customer experience across key journeys, from first touch through post-purchase
Lead the CRO test-and-learn roadmap to improve education, engagement, and conversion across customer segments
Ensure brand-aligned education and inspiration are embedded in the experience to build confidence and reduce friction

Omnichannel Journeys

Optimize the online-to-showroom journey, including booking flows, pre-appointment education, and expectation setting
Ensure ecommerce experiences are frictionless and effective for customers who choose to purchase online, including both at-home and showroom-based measurement flows
Deliver a cohesive experience across digital and in-store pathways in partnership with cross-functional teams

Web Analytics & Reporting

Lead web analytics and reporting to deliver actionable insight into funnel performance and customer behavior
Use insights to guide prioritization and conversion improvement
Establish a regular performance review cadence to track progress and impact

Team, Partners & Roadmap

Lead and develop a team across ecommerce and digital analytics, evolving capabilities, strategic thinking, and team structure over time
• Manage CRO, website, and ecommerce agency partners to ensure strong execution and measurable business impact
• Own the digital experience roadmap in close partnership with Technology, aligning delivery to business priorities

Qualifications

8–12 years of experience in ecommerce, digital experience, digital product, or related roles within retail or consumer brands, with demonstrated leadership responsibility
Proven success owning and optimizing omnichannel digital experiences that drive appointment bookings, ecommerce conversion, and revenue growth
Strong expertise in conversion rate optimization (CRO), experimentation, and funnel optimization across complex, high-consideration customer journeys
Deep analytical fluency, with the ability to use data and customer insight to diagnose performance issues, set priorities, and measure impact (experience working closely with analytics teams required)
Demonstrated ability to translate business and performance goals into a clear digital experience roadmap in partnership with Technology and cross-functional teams
Strong creative and brand sensibility, with a discerning eye for what looks and feels premium — able to balance aesthetics, storytelling, and usability to deliver a best-in-class customer experience, not just a functional one
Experience leading and developing teams and managing external partners or agencies, with clear accountability for outcomes
Excellent communication and cross-functional leadership skills, with the ability to influence cross-functionally

Compensation & Benefits

- Competitive base salary range of $145,000 to $170,000 CAD (eligible for SLT bonus)
- This role is eligible for equity, contributing to a competitive total compensation package.
- Flexible and Hybrid Working Environment
- Discounted Employee pricing
- Free Suit Every Year
- 3 weeks’ vacation on joining the company
- Paid Birthday Time Off

Indochino Apparel Inc

Open Positions

Director of Ecommerce & Digital Experience