VP Digital Consumer Operations

Job description

About Us: We are brand builders who focus our passion and creativity to build Calvin Klein and TOMMY HILFIGER into the most desirable lifestyle brands in the world and at the same time position PVH as one of the best-performing brand groups in our sector. Guided by our values and enabled by our scale and global reach, we are driving fashion forward for good, as one team with one vision and one plan. That’s the Power of Us, that’s the Power of PVH+. One of PVH’s greatest strengths is our people. Our collective desire is to create a workplace environment where every individual is valued, and every voice is heard, and we are committed to fostering an inclusive and diverse community of associates with a strong sense of belonging. Learn more about Inclusion & Diversity at PVH here . The Team The Digital Consumer Operations team is at the heart of driving innovation, transformation, and operational excellence across PVH’s digital landscape. Responsible for the full spectrum of digital consumer operations, the team powers best-in-class digital experiences across markets and DTC channels for both Tommy Hilfiger and Calvin Klein. Through a strong focus on digital product, CRM, analytics, and consumer experience, the team provides the tools, platforms, and insights that enable commercial growth, consumer engagement, and long-term brand loyalty. Working cross-functionally with global and regional Brand, IT, and Analytics teams, the department delivers scalable, data-driven solutions that support strategy, roadmap development, and omnichannel excellence. The Position As the VP of Digital Consumer Operations, you will lead the PVH EMEA multi-brand digital consumer strategy, overseeing all aspects of digital consumer operations, with a core focus on leading the digital product strategy and execution for eCommerce and Retail. You will oversee a multi-disciplinary team responsible for designing and delivering innovative digital products, scalable CRM operations, and consumer data capabilities that elevate end-to-end experiences across PVH’s DTC ecosystem. Reporting directly to the SVP Commercial Operations, this role is pivotal in accelerating digital transformation, enabling omnichannel experiences, and ensuring operational excellence across both brands. You will champion a product-led, data-driven culture—ensuring PVH remains at the forefront of digital commerce and consumer engagement. Key Responsibilities • Digital Product Leadership: Own and lead the omnichannel digital product vision and roadmap across eCommerce and Retail, ensuring seamless, connected, and high-performing consumer journeys. Drive the development, optimization, and transformation of core digital platforms that fuel conversion, engagement, and loyalty. • CRM Operations & Automation: Oversee the CRM operations and marketing automation operations, ensuring robust platform functionality, best-in-class campaign delivery, and lifecycle journey optimization in partnership with Brand and Membership teams. • Strategic planning & execution: Define and lead the consumer operations strategy, for DTC digital products, analytics, and CRM operations to ensure alignment with PVHE business and brand objectives, drive growth and a seamless omni-channel consumer experience • Lead the development of CRM & Membership and Performance Marketing -operations across EMEA markets in support of the brands – working closely with the respective Brand teams to enable excellence across these activities for the brands to deliver best-in-class campaigns and execution • Transformation Initiatives: Act as the key driver of large-scale complex DTC transformation initiatives – especially in digital product development - to drive process improvements and ensure scalable business processes and consumer experiences. • Strategic Forecasting: Set clear targets for forecasting processes, ensuring alignment with broader PVH EMEA business plans. • Manage the Digital Consumer Operations leadership team: provide strong leadership to the Digital Consumer Operations leadership team, providing mentorship, guidance and direction to enable them to best deliver the priorities they need to deliver to support the DTC brand teams and channels • Oversee Digital Consumer Operations: work closely with the SVP and brand leadership to drive a best-in-class DTC channel and consumer experience, continuously improved to enhance commercial performance, conversion and retention. • Operational Excellence: Define key KPIs and establish robust measurement frameworks to track key success metrics which drive continuous optimization in digital operations, consumer engagement, and commercial performance. Note: Responsibilities include, but are not limited to, those listed above. The role may require additional tasks and duties as assigned to meet the needs of the department and organization Measures of Success • Omnichannel Digital Roadmap Delivery & User Experience: Measured improvements in commercial performance through UX and digital product enhancements, and on-time delivery of key brand requirements` • Brand satisfaction: Improvement in brand satisfaction scores related to the delivery, quality and effectiveness of digital consumer experiences, tooling and infrastructure needed • Customer Satisfaction & Retention: CSaT, NPS, and retention rates • Marketing Efficiency: Net ROAS improvements • Experimentation & CRO: Number of experiments executed and timeliness of execution to validate business cases • Website Tag Reliability: Accuracy rate and load time of website tags • Campaign Reporting: Meeting business SLAs on campaign summaries • CRM & User Journeys: Continuously optimizing triggered/ automated CRM journeys and ensuring timely and qualitative newsletter delivery in strong collaboration with the brand teams • Tool Adoption & Initiative Success: Adoption rate of teams using provided tools, and successful implementation of new initiatives within budget, scope, and planning. The Ideal Candidate • Digital Product Strategy & Leadership: Advanced ability to define and execute omnichannel digital product strategies aligned with business and brand objectives, market trends and consumer needs • Proven track record in leading digital product strategy and execution for both eCommerce and Retail • Strong expertise in CRM operations, marketing automation, and lifecycle program optimization • Experience managing complex transformation programs across functions, brands, and regions • Deep knowledge of omnichannel journeys, product management principles, and UX/UI standards • Demonstrated ability to lead high-performing teams in a matrixed, global environment • Analytics & Data Acumen: Strong background in data analytics, with the ability to make data-driven decisions and champion a commercial and data-driven culture. • Testing & Product Principles: Extensive knowledge of testing methodologies, frameworks, product management principles and policies to drive successful innovation. • Project Leadership: Minimum 10 years of experience leading enterprise-wide initiatives that require influencing, leadership, and strategic advisory at the executive level • Business acumen: Deep understanding of the entire DTC value chain, enabling the translation of complex business requirements into effective digital solutions. • Strong influencing skills: proven track record to lead without authority at all levels of the organisation, preferably on a global level. • Strong product-led leader with knowledge of product management, testing frameworks, applicable product principles, UX/UI policies and standards, incl. user journey mapping & optimization • Digital capex management: experience in developing cross-functional investment business cases for large scale digital initiatives and pitching for investments at a global level. • Team Leadership: Minimum 10 years of experience leading multi-disciplinary high performing teams • Stakeholder Management: Excellent proven collaboration and stakeholder management skills, at all levels of the organisation, with the ability to work cross-functionally on a global scale within a complex matrix organisation • 10+ years of experience in a DTC digital and operational field, with significant experience in fashion, retail, or consumer brands • Fluency in English (written and spoken) Behaviors At PVH, how we act is as important as what we do. Here are some key behaviors we expect from our people: ENTERPRISE FIRST – we act in the best interests of PVH and its consumers beyond our own team, brand, region or market. DRIVE CHANGE – we lead by example and are optimistic about change . We challenge the status quo but fully commit once a decision is made. CREATE CLARITY – we are diligent in providing context and setting our priorities so we can be productive quickly. INSPIRE TRUST – we create safe spaces for debate and deliver on what we promise so people can learn to depend on us. TAKE ACCOUNTABILITY – we focus on work with the biggest business impact and give candid feedback to each other. Your Wellbeing is Our Priority In the heart of Amsterdam, PVH is home to the global headquarters of Tommy Hilfiger and the European offices of Calvin Klein. Wellbeing: exclusive onsite gym and fitness classes, personal training, meditation studio, sports clubs, in-house physio, and receive access to our nutritional and wellbeing programs Campus: extensive food and beverage offerings, top-notch restaurant, barista coffee bars, sky bar, monthly social events, weekly Thursday drinks, game nights, and campus-themed activities that will keep your social life busy Develop your career: whether you lead a team or contribute your own expertise, everyone is a leader at PVH. PVH University curates and delivers training programs for you to continuously develop your professional and personal goals Be at the forefront: stay closely connected to our brands, CALVIN KLEIN and TOMMY HILFIGER, and be a part of seasonal market launches, sample sales and receive employee discounts! Check out our Amsterdam Campus here. PVH Corp. or its subsidiary ("PVH") is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications without regard to race, ethnicity, color, sex, gender identity or expression, age, religion, national origin, citizenship status, sexual orientation, genetic information, physical or mental disability, military status or any other characteristic protected under federal, state or local law. In addition to complying with all applicable laws, PVH is also committed to ensuring that all current and future PVH associates are compensated solely on job-related factors such as skill, ability, educational background, work quality, experience and potential.