Location
Toronto, ON | Canada
Job description
Nature of Role
Andrews is on a strategic journey to deliver a best-in-class customer experience driven by our transition to an omnichannel business and operating model. The eCommerce Manager is responsible for ideating, scoping, and implementing optimizations for the Andrews eCommerce Customer Journey, business, and operations.
The role is led by a customer-first mentality and demands strong technical skills as well as experience in project and stakeholder management. Skills and experience are supported by structured problem solving, planning, organization skills, and an innovative, collaborative, and cross-functional mindset.
Areas of responsibility:
Demand Generation
- Understand the Andrews customer, personas, and how they are represented in the demographics of online store visitors.
- Collaborate with management and marketing to drive site traffic, through events, promotions, and developing relationships with the online community through social media platforms.
- Work with the wider team to develop and implement a strategy to build a following of high-net-worth customers.
‘Product’ Management (Customer Experience and Journey)
- Understand Andrews’ services and offerings and how they drive the Customer Experience and Journey both in-store and in the digital sphere.
- Understand the digital mechanisms and processes which support the Customer Experience and Journey, as well as those in-store and how they may drive customers to the site.
- Work with leadership to develop and implement measurable improvements to site processes.
Performance Measurement
- Understand organisational goals, those set for the online store, and how to track the online store’s progress towards these goals.
- Understand the key performance indicators (KPIs) used to measure the online store’s performance, as well as other business units in the organization.
- Understand the mechanisms that can be used to drive improvements in KPIs, as well as how KPIs in other parts of the organization can impact the online store.
People Management
- In collaboration with the Talent team, administer recruitment, onboarding, development, and offboarding of staff in the eCommerce space through the employee lifecycle.
- Coach, mentor, and train team members.
- Manage staff scheduling within the eCommerce space, ensuring service coverage throughout business days, employee vacations, time off, and absences.
- Conduct regular meetings with your team, speaking to goals, as well as developing training plans and performing regular performance reviews.
Finance Management
- Maintain oversight of online store, staff, and event/promotion costs, working with leadership to manage and stay within budgets allocated to eCommerce.
Process Management
- Understand the operational processes associated with running an online retail storefront alongside physical locations, ensuring adoption, adherence to established standards, and emphasizing precision and consistency.
- Collaborate with leadership and the wider organization, suggesting improvements to processes where suitable, assisting with iteration and implementation.
Competencies & Technical Skills
- 2-3 years Ecommerce operations management / assistant management experience (including people management and development) for women’s luxury fashion retail
- Ecommerce business reporting: Data analysis, strong understanding of Ecommerce KPIs – e.g., Sales Reporting, Digital and Performance Marketing Reporting (required)
- 2-3 years Women’s Luxury Fashion Retail (North American / Canadian Market preferred)
- 2-3 years Ecommerce process improvement / optimization experience
- 2-3 years Website development project management with a focus on UX / UI design (required)
- Shopify platform (required)
- Project management, planning, and execution (required)
- Microsoft Office 365 Suite, Asana
Knowledge and Experience
- Digital and Performance Marketing Campaign and Social Media strategy – e.g., CRO, SEO Management (required)
- Ecommerce Merchandising strategy (required)
- Digital community development, communications, branding, and content development for a luxury brand or retailer (preferred)
- Buying and assortment strategy for luxury fashion ecommerce (preferred)
- Content creation and management (preferred)
- Customer Experience (CX), Customer Journey and Mapping (CJM) (preferred)
- Robust and demonstrable interest in fashion, luxury fashion
Required Skills and Abilities
- An innovative, entrepreneurial mindset
- A “work hard but work smart” approach
- A digital mindset with keenness to leverage technology for productivity improvements
- Strategic and tactical thinking
- Structured problem solving
- Stakeholder management
- Cross-functional, collaborative, and inclusive approach to working
- Project execution and delivery resilience
- Predisposition to continuous professional development
Requirements:
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