Manager, Omnichannel Customer Experience

June 18 2024
Industries Retail
Categories Customer service,
Toronto, ON • Full time

Manager, Omnichannel Customer Experience

1400 Castlefield Ave, Toronto, ON M6B 4C4, Canada Req #1909
Tuesday, June 18, 2024

Roots is more than just an/the iconic Canadian retailer, we are a group of passionate employees who act with integrity, trust each other and do what is right. We work in a space where people can grow and develop, with a team of people who own results and are dedicated to seeing Roots win. We seek to build longstanding relationships with partners who share our commitment to maintaining high ethical standards of operation.

Roots is seeking a Manager, Omnichannel Customer Experience who will use data, technology, and collaboration to build best-in-class omnichannel customer experiences. Reporting to the Director, Omnichannel Customer Experience, the core goal of the Manager will be to act as a subject matter expert in assigned areas of focus including digital order fulfilment, online payment processing, and special projects; and continuously analyze data to identify trends that can improve customer experience and Roots cost efficiency in these and adjacent areas. In addition, in close collaboration with other internal Roots teams, this role will also drive exploration and development of new tools and services. To support these programs, the Manager will be the business-side point person for technology and process supporting their area of focus.

Fundamental to success will be using data-driven insights to drive action, as well as a consistent focus on customer experience when developing strategies and operational roadmaps. The ideal candidate will be someone who thrives in ambiguity and is energized by creating structure and processes from scratch and possesses strong communication and collaboration skills. A strong understanding of the technology development process is also a must.

This role is open to candidates across Canada. If not located in Toronto, travel would occur on a quarterly basis.

The Manager, Omnichannel Customer Experience for Roots will be responsible for the following:

Strategy Development and Implementation (70%)

  • Serve as a subject matter expert and point person in assigned focus areas of the Roots omnichannel customer experiences by maintaining deep understanding of existing Roots capabilities (e.g., data flows, supporting technology, KPIs) by creating structure, process improvements and documentation.
  • Assigned focus areas include:
    • Payments (Processing, Authorizations, and refunds)
    • Order management flow (ship to customer, ship from store, BOPIS, Endless Aisle)
    • Post purchase experience (cancels, order tracking and returns for both store and DC)
    • Associate Tools (e.g., Endless Aisle, associate clienteling)
  • Develop new features and capabilities in assigned areas of focus, to continuously improve customer experience and cost efficiency
  • Capture and prioritize evolving customer and business user needs in assigned focus areas by conducting workshops, competitor benchmarking, project managing execution of initiatives and coordinate user acceptance testing
  • Work with technology teams (internal and external) to build the technical foundation required to achieve strategic goals - Support the team by maintaining a prioritized technology roadmap by identifying key opportunities, gaps and issues, building requirements, and participating in the larger eCommerce sprint management process
  • Contribute to development of overarching Roots Omnichannel Customer Experience strategy -- particularly in assigned focus areas

Support of Omnichannel Fulfillment operations (30%)

  • Work with operational partners, such as Store Operations, Technology, Finance and the Distribution Center to troubleshoot and implement Roots' Omnichannel Experience capabilities in assigned areas of focus
  • Manage day-to-day relationships with third party vendors to ensure operationalization of new products, policies, and processes and drive integration and coordination with the stores, partners, and the retail team
  • Develop required process flows and training documentation
  • Feed learnings from support activities into big picture functionalities and implementation (build and optimize frameworks for that come up with IT support)

Top candidates for the Manager, Omnichannel Customer Experience role will have the following:

  • Post-secondary degree in business or retail management
  • 3-5 years of relevant experience in a related field, preferably in a retail setting
  • 1-2 years of people leadership experience
  • Strong understanding and interest in technology and development is a must
  • Strong analytical, communication and presentation skills
  • Thrives in ambiguity, and enjoys building new approaches and processes to capture business opportunities
  • Enjoys developing and applying data-derived insights to support new business approaches
  • Takes initiative and strives for excellency in the products owned by their team
  • Strong MS office in Excel and Powerpoint
  • Experience with Salesforce Commerce Cloud, Google Analytics, NewStore, Power BI, Miro is an asset

Founded in 1973, Roots Canada is a publicly held Canadian lifestyle brand that sells apparel, leather bags, small leather goods, footwear and active athletic wear with over 100 retail stores in North America and Asia.

Other details

  • Pay Type Salary
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