Position SummaryThe Manager, eCommerce is focused on delivering exceptional online customer experience through proactive site support, operational excellence, and platform optimization. Reporting to the Senior Director I, MIS, the incumbent will act as the functional owner of the enterprise order management platform, oversee operational deliverables from external agency partners, and serve as a key bridge between technical development teams and business stakeholders to drive sell-out growth.
Role and ResponsibilitiesEssential Duties and Responsibilities:- Oversee the end-to-end functionality of the order management platform, ensuring its stability and accuracy across product catalogs and production support.
- Drive site enhancements to optimize platform performance and improve the customer experience.
- Address site issues promptly, even during off-hours, to maintain platform reliability.
- Work closely with cross-functional teams, including sales, logistics, platform development, product management, operations, and customer service, to ensure a seamless and efficient online shopping journey.
- Foster collaboration to align on goals and strategies that drive sell-out growth and operational efficiency.
- Prioritize initiatives that enhance the customer experience, ensuring the platform meets user needs and exceeds expectations.
- Proactively identify and resolve issues that could impact customer satisfaction.
- Ensure the accuracy and proper setup of products, promotions, and pricing across the platform.
- Monitor and analyze website performance and order processing to proactively identify and resolve issues, including those involving third-party APIs.
- Manage production-related issues, escalating as necessary to ensure timely resolution while keeping senior management and impacted stakeholders informed.
- Assist in troubleshooting technical issues and support manual processes when required.
- Drive operational improvements by identifying optimization opportunities and implementing effective solutions.
- Collaborate with external partners to manage existing integrations and support the implementation of new ones.
- Address ad-hoc requests such as reporting, access management, new product launches, and other operational needs.
- Develop and maintain documentation of operational processes to serve as a resource for team members.
Skills and QualificationsEducation:- Bachelor's degree in Business, Marketing, E-Commerce, IT, or a related field.
Knowledge:- In-depth understanding of the end-to-end online/omni-channel purchasing experience, including inventory management, eCommerce platforms, logistics, and customer experience.
- Strong analytical, prioritization, and problem-solving skills with the ability to thrive in a fast-paced, dynamic environment.
- Results-oriented with a proactive mindset and the ability to adapt quickly to changing circumstances.
- High level of integrity and reliability, coupled with curiosity and a sense of urgency.
- Exceptional organizational skills with a keen attention to detail; proficient in multitasking.
- Highly developed communication and interpersonal skills, capable of building relationships and interacting effectively with individuals at all organizational levels.
- Demonstrated experience in people management.
- Team-oriented with the ability to work effectively in a matrixed, global, and fast-paced environment.
- Self-motivated with strong time management skills to prioritize tasks for yourself and your team.
- Proficient in MS Office applications, particularly Excel.
- Willingness to travel internationally as needed.
- Flexibility to work extended hours and weekends when required.
Experience:- Minimum 6 years of proven experience in an eCommerce specialist or similar role.
- Experience with SAP Hybris (Adobe Experience Manager is a plus).
The salary range for this role is expected to be between $93,000 to $128,000 and reflects base salary only. Actual pay will be determined based on a number of factors and may vary depending on job-related knowledge, competencies, qualifications, relevant skills and experience. This posting is for a current job vacancy.
The total rewards package for a Regular Full-Time employee may include savings matching (RRSP/TFSA/NRSP), extended health and dental benefits with spending accounts, wellness and well-being benefits, development opportunities, and other employee perks.
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