Vp, Digital Operations

1 week ago

Toronto, Ontario, Canada CT Corporation Full time

Help us boldly shape retail in Canada
Canadian Tire Corporation's (CTC) rich heritage of serving Canadians from coast-to-coast dates back to 1922.

Our vision is to become the #1 retail brand in Canada and we are focused on innovating and making important investments in our business, especially when it comes to our people.

To reach our goal, we need the best talent to help us evolve and drive change across the business - and boldly help shape Canada's retail industry.

As we strive to be at the forefront of a complex and vastly changing retail industry, it is an exciting time to join the Canadian Tire family of companies.


At Canadian Tire we work flexibly, embracing 'Hybrid' whereby individuals utilize a combination of working at a CTC campus and or virtually in service of outcomes.

Determined by managers, decisions around work location will be made based on business and team needs and grounded in a desire to support individual well-being and personal needs.

Our goal is to empower teams and individuals to make the right decisions for them, and we expect that to look different for everyone.


The VP, Digital Operations & Fulfillment will play a key role in the support and expansion of our Omni-channel Fulfillment Capabilities across all of our banners.

You will be accountable to lead the development and execution of the strategy and customer experience requirements supporting eCommerce order fulfillment.

Working in tandem with the broader Digital team, Store Operations, IT and Store Design, you will have a leadership role in overseeing the development and implementation of online flows and in-store processes that deliver a best-in-class customer experience in partnership with the cross-functional team members through a product management approach.

You will also play a key role in collaboratively developing the strategy for fulfillment of products direct to consumer and from DC/Vendor to Store.


This role is accountable for partnering with key stakeholders across the banners to identify potential opportunities for Cross-Banner efficiencies within In-Store and eComm Call Centre processes and drive their implementation.

A key focus of this position is also ensuring a seamless customer journey online, through ongoing Site and Fulfillment Operations support including Incident Management processes partnering closely with our IT, Digital Product, Digital Merchandising, Contact Centre, Store Operations and Supply Chain teams.


You will also play a critical role on the Digital leadership team, cultivating a culture of collaboration, results delivery and fun This role will appeal to someone who is excited by a high-paced, ever-changing environment, is highly organized, a keen problem-solver, and is comfortable with ambiguity.


What You'll Do

Support and Enhance the eCommerce Customer Experience

  • Identify and implement ways of constantly improving the ongoing operations and customer experience of our ecommerce business online, in the store and through the Supply Chain network with a focus on key metrics including Sales, Cost to Fulfill, Cancellations, Attach Rate, Order Fill Rate (OFR), Turnaround Time (TAT) and Service Level (SLE) to the customer along with driving improvements to our Customer Engagement scores (NPS)
  • Define the KPIs and Capital requirements/investments necessary to support eCommerce Fulfilment and how they map to CTC's strategic priorities.
  • Represent the business on select Dealer committees and be the liaison between the Dealers, IT, Stores & all other internal & external Stakeholders always advocating on behalf of the Dealers and what's in the best interest of both the Corporation and stores.
  • Support the eCommerce customer shopping journey through eCommerce incident management, content authoring, product onboarding and ongoing maintenance of restrictions and taxonomy to ensure seamless customer experience and deliver sales
  • Manage the Home Services Business for CTR including P&L accountabilities

Drive Delivery and Adoption of eCommerce Fulfillment Capabilities

  • Understanding the broader strategic vision of our retail environment; drive the evolution of our eComm order fulfillment process to reflect a streamlined, customerfriendly instore pickup and delivery experience considering speed and cost of execution
  • Identify and drive proposed changes to support our Winning In Store Pickup Strategy at CTR and our Ship to Home Program for eCommerce (includes changes to technology, physical changes to stores and overall pickup and delivery experience) working with the right stakeholders throughout the organization
  • Using a Product Owner framework, oversee the continuous delivery and improvement of eCommerce Fulfillment capabilities working in a coordinated fashion with other Product Owners where dependencies/connections exist
  • Assess and align on ways to better brand and market the eCommerce program at Canadian Tire
  • Work alongside the Store Sales & Ops field t

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