Role OverviewThe Director Fulfillment Strategy leads the development and execution of strategies that optimize order fulfillment across the supply chain network. This role focuses on improving overall customer fulfillment experience, improving service offering, reducing Cost-To-Serve and supporting scalable growth through network design and fulfillment capabilities improvement. The director collaborates closely with different internal customers from Digital team, PRO team, Corporate and Affiliated stores teams, and key Commercial customers, to ensure seamless integration between fulfillment capabilities, different customer-facing platforms and E2E customer journey, ensuring a high-quality customer experience.
Key Responsibilities - Strategic Planning & Customer experience
- Develop and implement fulfillment strategies aligned with business objectives and customer expectations.
- Lead customer order fulfillment strategy and planning, in partnership with internal Customers, including long-range roadmap contribution, annual operating plan and enterprise-level fulfillment/delivery performance tracking.
- Ensure fulfillment model supports fast, reliable, and cost-effective delivery, in line with customer's expectations (B2B & B2C)
- Identify and operationalize emerging technologies and industry best practices (AI, automation, transportation, fulfillment) to unlock cost efficiencies, improve service levels, and support growth.
- Network Design & Optimization
- Build a strong and reliable fulfillment network, including delivery and returns, supporting each of RONA customer channels.
- Drive fulfillment channel decisions (Drop Ship, DC, Store) and optimal inventory positioning, improving delivery speed, cost and service offering.
- Design and continuously improve the fulfillment network, identifying optimal fulfillment locations and delivery flows leveraging the Order Management System.
- Identify delivery modes, fleet and service coverage gaps and collaborate with Delivery team to find and implement solutions.
- Operational excellence & Performance management
- Participate in cross-functional performance and P&L reviews with key stakeholders (Operations, Transportation, Finance, Digital / PRO / Affiliates) to understand current CTS, service levels, provide an update on ongoing initiatives and identify opportunities for improvement.
- Drive innovation and capabilities in distribution models, last-mile delivery and E2E returns, supporting the different Direct-To-Customer flows.
- Identify gaps in service offering and fulfillment capabilities, contribute to the analysis, planning, development and implementation of mitigation strategies.
- Monitor performance against targets and support operations in the identification and resolution of recurring and more complex issues, leveraging data analytics to identify trends and drive continuous improvement.
- Identify automation and advanced technology solutions to improve efficiency.
- Identify improvement to Direct-To-Customer flows KPIs for fulfillment operations (e.g., order cycle time, cost per order, on-time delivery)
- Risk Management & Compliance
- Develop contingency plans for disruptions (e.g., labor shortages, transportation delays).
- Ensure compliance with safety, regulatory, and sustainability standards are considered in the different systems and processes.
The qualifications we are looking for - Bachelor's degree in Business Administration (operations management, logistics, supply chain), Engineering, or a related field (required)
- Postgraduate degree or professional certification designation (an asset)
- At least 5 years of leadership experience in Digital fulfillment, Customer Delivery or in a strong customer-centric role. (required)
- At least 10 years of experience having progressive responsibilities in the areas of distribution, logistics, transportation, demand planning and/or inventory management (required)
- Experience in the retail industry, within a large-scale national distributor, or a transportation/logistics service provider (required)
- Strong knowledge of fulfillment/delivery order orchestration, with the usage of a Order Management System (OMS), or Distributed Order Management (DOM)
- Leadership skills; demonstrated ability to lead teams in a complex organization and quickly establish stakeholder relationships and credibility across the organization.
- People management skills; demonstrated ability to mobilize, coach, and drive accountability with a team of individual contributors
- Communication skills; demonstrated ability to clearly and concisely communicate with all levels of the organization and with every business unit to persuade and lead others in challenging situations
- Critical thinking, problem-solving, and decision-making skills; proactive nature and willingness to challenge existing processes and propose new solutions
- Demonstrated ability to assess, deploy, and leverage technology solutions such as warehouse management systems, network modelling, and analytics tools
- Ability to travel in Canada,15-20% of the time (required)
By joining the RONA family, you'll enjoy many benefits, such as: - A childcare centre that can accommodate up to 78 children
- A cafeteria with a delicious menu prepared by a dedicated chef, healthy options, as well as FARO Roasting Houses and Tim Hortons coffee stations
- Electric car charging stations
- A fitness centre, sports activities, and showers
- Exclusive employee discounts, plus a 10% discount on store merchandise (at all RONA locations)
- Benefits: retirement savings plan, annual bonuses, student incentive program, etc.
- Access to the GreenShield+ telemedicine platform, including virtual consultations with healthcare professionals and pharmacy services
- Career growth opportunities within the company
- An inclusive and safe working environment
- Promotion of work-life balance
- An employer that's involved in the community
- And much more!
