Key Responsibilities
Owned Channel Execution & Growth
- Support revenue growth targets across ecommerce website and mobile app for all business segments.
- Own the ecommerce execution calendar across promotions, flyers, campaigns, content updates, site/app updates, and selected initiative deliverables.
- Help prioritize work with the Director, E-Commerce, then drive execution, follow-up, and accountability.
- Support onsite merchandising, conversion improvements, homepage/promo governance, landing pages, related items, substitutions, saved lists, reorder flows, and UX/CTA consistency.
- Work with Marketing to turn campaign and promotion plans into ecommerce execution across owned channels.
Shopify Plus, Site/App Operations & QA
- Manage day-to-day ecommerce execution across Shopify Plus storefronts and related ecommerce tools.
- Work directly in Shopify and other platforms where needed to support updates, QA, promotions, content, and issue resolution.
- Manage Shopify development and creative/design priorities.
- Coordinate QA and testing across site/app launches, promotions, content updates, checkout, fulfilment workflows, and Quebec/French changes.
- Help improve current-state workflows and bring structure to evolving systems and processes.
Customer Support & Fulfilment Workflows
- Directly manage Customer Support for ecommerce, including response times, escalation quality, order issue resolution, service levels, and post-order customer experience.
- Jointly oversee ecommerce fulfilment priorities, including pickup readiness, order accuracy, fulfilment issue resolution, handoff quality, and process improvement.
- Support improvements to Click & Collect, local delivery, order communication, returns, refunds, damaged/missing item workflows, and post-order issue handling.
- Identify manual work, service gaps, and process issues, then help implement practical improvements.
Product Content, SEO & Merchandising Standards
- Own product content standards and workflows across titles, descriptions, SEO metadata, specifications, images, photography, identifiers, and product enrichment.
- Improve PDP quality, customer clarity, search relevance, and conversion support.
- Support SEO execution and improvements across product pages, landing pages, content, metadata, and site structure.
- Help guide AI-assisted workflows for product content, SEO support, documentation, reporting, and operational efficiency.
Email, SMS, CRM & Customer Experience
- Own execution across promotional and transactional email/SMS/CRM workflows.
- Improve customer communication standards across order updates, promotions, post-order messaging, and retention campaigns.
- Support customer feedback and reputation workflows, including ecommerce feedback, Google reviews, product reviews, and PDP Q&A.
Reporting, KPIs & Initiative Delivery
- Own the ecommerce reporting cadence, including weekly/monthly performance, owned-channel KPIs, and selected initiative progress tracking.
- Track revenue, conversion, promotions, customer support performance, fulfilment service levels, and execution progress.
- Support department efficiency and cost control under the Director, E-Commerce.
- Deliver selected ecommerce initiatives with clear timelines, owners, updates, and follow-through.
Team, Agency & Offshore Coordination
- Manage customer support, Shopify development, creative/design, and offshore SEO/SEM/ads execution resources.
- Build capability within the offshore team and improve how work is briefed, triaged, completed, and reviewed.
- Manage and coordinate external vendors/agencies, including Shopify/development, SEO, translation, app, and other ecommerce partners as needed.
- Work closely with the Marketplace Manager where shared resources, product data, fulfilment, reporting, or customer experience overlap.
Quebec/French Ecommerce Readiness
- Support Quebec/French ecommerce readiness across owned channels.
- Coordinate content, SEO, UX, regional merchandising, testing, launch preparation, and cross-functional follow-through.
- French or Quebec ecommerce experience is an asset.
What Success Looks Like in the First 6 to 12 Months
- Owned-channel revenue growth is being supported across website and mobile app for all business segments.
- The ecommerce execution calendar is running with clearer priorities, timelines, and accountability.
- Customer Support, fulfilment, promotions, product content, SEO, CRM, and site/app updates are better coordinated.
- Selected initiatives are moving forward with clear ownership, reporting, and follow-through.
- Current workflows are being improved, documented, and made more scalable.
Required Experience & Skills
- Shopify Plus experience is required.
- 5+ years of ecommerce experience.
- 2+ years leading ecommerce projects, workflows, team priorities, or cross-functional execution.
- Strong project management skills, with the ability to manage multiple workstreams at once.
- Experience supporting ecommerce revenue growth, promotions, site merchandising, reporting, customer experience, and process improvement.
- Strong understanding of SEO, SEM, paid media, ecommerce content, CRM, and digital performance.
- Experience coordinating internal teams, offshore resources, agencies, and external vendors.
- Comfortable working hands-on in ecommerce platforms where needed.
- Strong ecommerce reporting, spreadsheet, KPI tracking, and performance analysis skills.
- Comfortable working in an environment with evolving systems, imperfect processes, and ongoing change.
Preferred / Asset
- Experience Direct paid media experience is preferred.
- B2B ecommerce experience is preferred.
- Foodservice, grocery, wholesale, or distribution experience is strongly preferred.
- Direct people management experience is an asset.
- SAP or ERP-integrated ecommerce experience is an asset.
- French or Quebec ecommerce experience is an asset.
- Experience with tools such as GA4, Shopify Analytics, Google Ads, Search Console, ecommerce reporting dashboards, or similar platforms is an asset.
- Degree or diploma in ecommerce, business, marketing, digital commerce, or a related field preferred. Equivalent hands-on ecommerce experience will be considered.
Work Environment, Compensation & Benefits
- Type of Role: Full-time permanent (40 hours)
- Work Environment: On-site, at Mississauga Head Office (Hwy 401 & Hwy 403)
- Salary Range: Approx. $75,000 - $85,000 base + up to 25% bonus.
