The Role
We are looking for an outstanding Global Director of Ecommerce to join Hårklinikken as we enter the next phase of our global growth journey.
As Global Director of Ecommerce, you will lead Hårklinikken’s global digital business, owning the ecommerce P&L, paid media spend and third-party e-tailers.
You will have commercial ownership of our digital ecosystem across markets – including six Shopify websites, paid media, affiliate marketing, CRM, loyalty and retention initiatives – and will be responsible for driving profitable growth across key ecommerce KPIs, including traffic, customer acquisition, conversion, AOV, retention, LTV, CAC and profitability.
The role has a global remit, with the US being a particularly important growth market, and requires a strong commercial profile who combines strategic thinking with a willingness to get into the details and make things happen. Speed and a strong bias towards action are important: we are looking for someone who can identify opportunities, make informed decisions and move quickly from strategy to execution without compromising on quality.
Hårklinikken is a true omnichannel business. Our clients get to know us through paid media, after which they may visit one of our clinics, either in person or virtually, to initiate their treatment. Throughout the treatment journey, our CRM and webshop serve as important drivers of retention and additional purchases. This only works when our clinics and digital business operate seamlessly together.
In this role, you will use an analytical and data-driven approach to inform decisions, optimise the customer journey and identify new growth opportunities. You will combine this analytical mindset with commercial creativity and an obsession with serving consumers better. We are looking for someone with a proven track record of scaling ecommerce businesses efficiently and profitably, while maintaining a strong focus on brand, customer experience and long-term value.
Primary Relationships
You will work closely with the CEO, Chief of Staff, CFO and other senior business and functional leads.
You will also collaborate closely with the wider Brand & Marketing team, including Creative, Content, PR and Social, to ensure our commercial and brand strategies work seamlessly together.
Externally, you will lead relationships with key digital partners, including website development, technology, CRM and paid media agencies.
Key Responsibilities
Leadership & Team Development
- Lead, develop and mentor the ecommerce and digital team.
- Lead by example, promoting professionalism, accountability, curiosity and a strong sense of ownership.
- Foster a culture of testing, learning and continuous optimisation to keep Hårklinikken ahead of ecommerce trends and best practices.
- Collaborate cross-functionally with business and functional leads to identify and execute initiatives that drive profitable growth across digital channels and markets.
Ecommerce, Trading & Digital Growth
- Own the P&L for Hårklinikken’s global ecommerce business and drive profitable and sustainable growth across markets.
- Own the commercial trading performance of six Shopify websites, continuously optimising acquisition, conversion, AOV, retention, LTV, CAC and profitability.
- Lead the global performance marketing strategy across paid media, affiliate and other acquisition channels, with a strong focus on efficient new customer acquisition and profitable growth.
- Develop and manage CRO roadmaps, continually identifying opportunities across the funnel, channels, markets and product portfolio.
- Use data and customer insights to identify opportunities, set priorities and support commercial decision-making across the wider business.
- Work closely with Brand & Marketing to ensure that performance marketing is both commercially effective and consistent with the Hårklinikken brand.
- Lead and develop relationships with relevant global e-tailers and digital commercial partners.
CRM, Retention & Customer Lifetime Value
- Own and continually evolve Hårklinikken’s global CRM and retention strategy.
- Develop lifecycle journeys, segmentation, loyalty, subscription and retention initiatives that increase repeat purchase, engagement and customer lifetime value.
- Identify opportunities to strengthen the relationship with clients throughout the entire customer journey – from first interaction through conversion, retention and advocacy.
- Ensure CRM insights are actively used to inform ecommerce, product, marketing and customer experience decisions.
Website, Technology & Development
- Own Hårklinikken’s global digital product and development roadmap in partnership with third-party technology partners.
- Determine development priorities across ecommerce, CRM/CX and digital marketing based on customer needs and commercial impact.
- Lead the ongoing optimisation of website functionality, user experience and transactional performance.
- Stay ahead of emerging technologies, tools and ecommerce capabilities that could improve performance, efficiency or customer experience.
Digital Customer Experience
- Champion the Hårklinikken digital customer experience and ensure our online platforms reflect the premium, personalised experience of the brand.
- Use customer care feedback, web analytics, CRM data, social insights, qualitative research and A/B testing to identify opportunities for improvement.
- Work closely with Creative, Design, Video and Copy teams to brief and implement high-performing, brand-right content across paid media and owned digital channels.
- Ensure the digital customer journey is continually optimised from first touchpoint through conversion, retention and advocacy.
Third-Party & Agency Management
- Act as the senior lead for key third-party digital partners and agencies.
- Proactively identify new partners, technologies and capabilities that can strengthen Hårklinikken’s digital business.
- Establish clear KPIs and accountability across external partners.
- Facilitate regular strategic business reviews and maintain strong, productive relationships throughout the year.
What Success Looks Like
You will build and continuously improve a high-performing global digital engine that delivers profitable ecommerce growth while elevating the Hårklinikken customer experience.
You will create clear visibility into performance across markets and channels, strengthen both acquisition and retention, improve conversion and customer lifetime value, and ensure that our digital ecosystem delivers the same level of expertise, quality and premium experience that defines Hårklinikken.
You will be a key commercial and strategic partner to the leadership team, using data, customer insight and strong business judgement to help shape Hårklinikken’s next phase of global growth.
Core Competencies & Experience
This is a challenging role that requires the experience and insight to build the right strategies and tactics within digital commerce. At the same time, you must enjoy – and take pride in – turning those strategies into action, delivering at pace and with a high level of quality. A strong bias towards action is essential: you are comfortable making informed decisions, moving quickly and taking ownership of getting things done.
The role requires broad understanding and experience across areas such as CRM, ecommerce trading and customer journey optimisation, media agency management and third-party digital marketplaces.
You don’t need to tick every box to be the right fit. We would love to hear from you if you bring solid experience within ecommerce and paid media, combined with an ambitious mindset, high learning agility and a strong can-do attitude.
- A demonstrated track record of successfully and efficiently scaling ecommerce businesses, ideally across multiple markets.
- Strong commercial acumen and experience owning or significantly influencing an ecommerce P&L.
- Broad experience across several of the following disciplines: ecommerce, testing/CRO, paid media, customer acquisition and CRM.
- Experience with subscription-based and omnichannel revenue models is advantageous, but not a hard requirement.
- Strong analytical capabilities and the ability to translate complex data into clear commercial priorities and actions.
- Experience managing meaningful ecommerce and performance marketing budgets, with a strong understanding of CAC, LTV and profitability.
- A customer-obsessed mindset, prioritising retention and customer experience alongside efficient acquisition.
- Hands-on experience with Shopify, GA360/GA4, Meta Ads Manager, Google Ads and Klaviyo.
- A resilient, proactive and entrepreneurial mindset, with speed, ownership and a strong bias towards action, and the ability to move seamlessly between strategy and execution.
- Comfortable working cross-functionally in a fast-paced, dynamic environment where priorities can evolve quickly.
- Experience working with premium or luxury consumers, personalised services, beauty, wellness or adjacent categories is highly relevant.
- International experience is strongly preferred, with specific experience in the US market considered a significant advantage.
Who Are We?
Founded in 1992 in Copenhagen, Hårklinikken’s award-winning treatment regimen is expert-formulated to help clients achieve optimal scalp health and long-lasting hair gain with product blends rich in potent botanicals.
We’ve masterminded a diagnostic approach to hair health known as The Hårklinikken Method. Beginning with a consultation – conducted virtually or in-person at one of our clinics in New York, Beverly Hills, Copenhagen, Aarhus, Dubai, or Reykjavik – our specialists create a regimen of Hårklinikken essentials, personalised to each client’s individual needs.
We’re on a mission to help as many people as possible achieve fuller, stronger, healthier hair with restorative products that optimise conditions for hair growth.