• Own and drive the end-to-end user experience strategy across TOMS’ digital platforms, focusing on customer journey quality, conversion rate, usability, and engagement across key touchpoints • Lead UX design and execution for eCommerce experiences, including navigation, product discovery, PDP, cart, checkout, and other high-value customer interactions. • Own conversion rate and digital funnel performance across key eCommerce journeys, leveraging data, testing, and insights to continuously improve outcomes. • Partner with business stakeholders to translate requirements into intuitive, scalable, and high-performing user experiences that balance brand, functionality, and speed. • Drive continuous optimization through testing, analytics, and user insights, improving conversion, engagement, and overall digital performance. • Establish and maintain UX standards, design systems, interaction patterns, and best practices to ensure consistency, accessibility, and quality across all digital experiences • Build and evolve UX capabilities, processes, and working norms, operating with a hands-on, problem-solving mindset in a lean environment to support execution and ensure high-quality outcomes.

• Responsible for accelerating eCommerce growth by driving customer adoption, onboarding, engagement, and long-term success • Act as the voice of the customer and the field to ensure the digital experience delivers measurable value, increases conversion, and drives revenue • Partner cross-functionally with Sales, Product, UX, Marketing, Customer Experience, and Operations • Build scalable programs that improve customer activation, retention, and digital utilization

• Responsible for delivering the overall digital strategy for the residential web ecosystem. • Drives execution of strategic initiatives that improve online revenue, conversion performance, customer engagement, and business growth. • Own end-to-end website performance. • Partner with UX, CRO, SEO, and Paid Media teams to design, test, and scale seamless customer journeys. • Define business requirements, user stories, and acceptance criteria. • Manage and prioritize the website product backlog and actively participate in Program Increment (PI) planning and Agile ceremonies. • Oversee the digital experience platform ecosystem (Sitecore, GA4, Figma, and A/B testing tools). • Monitor web KPIs and customer behavior analytics.

• Deliver exceptional customer support across email, SMS, and other customer-facing channels. • Respond to customer enquiries with professionalism, empathy, and attention to detail. • Communicate order updates, delays, inventory issues, and resolutions clearly and proactively. • Maintain a polished and professional communication style, ensuring all customer interactions reflect the brand. • Monitor order fulfilment and shipping progress across the supply chain. • Proactively investigate delayed, missing, or problematic orders. • Liaise with warehouses, suppliers, and logistics partners to obtain updates and resolve issues. • Identify and escalate inventory discrepancies, stock shortages, overselling concerns, and fulfilment bottlenecks. • Serve as the operational link between customer-facing activities and backend business functions. • Monitor inventory levels and flag low-stock or at-risk products. • Assist with inventory planning and re-order coordination. • Support Shopify operations, including: ○ Product creation and updates. ○ Product descriptions and merchandising. ○ Seasonal merchandising and promotional updates. ○ Basic website and landing page maintenance. • Ensure product information, inventory status, and customer-facing messaging remain accurate and up to date. • Own follow-ups and ensure action items are completed across teams. • Track ongoing projects and operational priorities. • Surface risks, blockers, and opportunities before they impact customers. • Help build and improve systems, processes, and workflows as the business grows. • Maintain clear reporting and visibility on operational performance and key priorities. • Assist leadership with operational initiatives and special projects. • Organize information and ensure priorities remain aligned. • Support cross-functional communication between customer service, operations, marketing, and leadership. • Provide recommendations and insights based on recurring customer and operational trends.