Manager, Omnichannel Customer Experience
3 days ago
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 areasSupport 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 assetFounded 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 Apply Now
-
Product Manager, Omnichannel
5 days ago
Toronto, Ontario, Canada Holt Renfrew Full timeHolt Renfrew offers you an inspiring, fashion-driven environment with opportunities to learn and grow. From our incredible partnerships with iconic luxury brands, to our commitments to corporate social responsibility, you will be inspired every day.A job at Holt Renfrew offers a competitive total compensation, a generous employee discount, pension, and...
-
Omnichannel Capabilities Manager
2 weeks ago
Toronto, Ontario, Canada Johnson & Johnson Full timeJanssen-Ortho Inc. is recruiting for an Associate Manager, Omnichannel Capabilities to be located in Toronto, Ontario.Building and scaling an Omnichannel Marketing model is prioritized as one of the critical growth drivers for our Canadian business. This role will help build this capability, leveraging science, data and insights to enable our organization to...
-
Chef de Projet, Intelligence Artificielle
2 weeks ago
Toronto, Ontario, Canada CUSTOMER EXPERIENCE Full timeCode de demande: 407636Chez Bell, on ne se contente pas de construire des réseaux de calibre mondial, d'élaborer des services novateurs et de créer du contenu pour des médias multiplateformes : on transforme la façon dont les Canadiens communiquent entre eux et avec le reste du monde.Si vous êtes prêt à donner corps à des idées innovatrices et à...
-
Senior Designer
4 weeks ago
Greater Toronto Area, Canada, Ontario Marks, part of SGS & Co Full timeCompany: Marks DesignRole: Senior Designer - Omnichannel Reports To: Design Director - Toronto Role Type: ContractContract Length: 22 months Location: Canada / Remote. EST only Who are we?Marks is a consumer experience agency creating engaging moments across the entire brand spectrum – from brand design and packaging to content and consumer connections....
-
Senior Designer
1 month ago
Greater Toronto Area, Canada, Ontario Marks, part of SGS & Co Full timeCompany: Marks DesignRole: Senior Designer - Omnichannel Reports To: Design Director - Toronto Role Type: ContractContract Length: 22 months Location: Canada / Remote. EST only Who are we?Marks is a consumer experience agency creating engaging moments across the entire brand spectrum – from brand design and packaging to content and consumer connections....
-
Customer Success Manager
2 weeks ago
Toronto, Ontario, Canada STAN AI Full timeWorking as part of STAN's Customer Success Team, the Customer Success Manager will contribute to the long-term growth and retention of Enterprise property management firms using STAN, through rapport building and solutions-based selling across an assigned book of business. About Us: - We believe properties can be managed autonomously. Do you? STAN is the...
-
Customer Success Manager
2 weeks ago
Toronto, Ontario, Canada EightSix Network Inc Full timeWorking as a part of STAN's Customer Success Team, the Customer Success Manager , will contribute to the long-term growth and retention of Enterprise property management firms using STAN, through rapport building and solutions-based selling across an assigned book of business. About Us: We believe that properties can be managed autonomously. Do you? ...
-
Customer Success Manager
2 weeks ago
Toronto, Ontario, Canada Deliverect Full timeDeliverect As a rapidly scaling global SaaS unicorn, Deliverect stands at the forefront of revolutionising technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is clear: to empower ambitious individuals with the skills and knowledge to make a positive impact on business. Developing in their professional careers, all the...
-
Senior Customer Success Manager
2 weeks ago
Toronto, Ontario, Canada STAN AI Full timeWorking as a part of STAN's Customer Success Team, the Customer Success Manager , will contribute to the long-term growth and retention of Enterprise property management firms using STAN, through rapport building and solutions-based selling across an assigned book of business.About Us:We believe that properties can be managed autonomously. Do you?STAN is the...
-
Customer Experience Manager
2 weeks ago
Toronto, Ontario, Canada GardaWorld Full timeDo you have a passion for customer service? Are you fluent in English and French? Are you looking to start a career with a great company? If so, GardaWorld is the place for you Join our diverse team of passionate people and begin a career that allows you to develop both personally and professionally. As a Customer Experience Manager, you will be in a key...
-
Customer Experience Manager
2 weeks ago
Toronto, Ontario, Canada Victoria's Secret Full timeDescriptionA Victoria's Secret & Co Customer Experience Manager is a values-based leader who delivers exceptional customer and associate experiences to grow top line sales. This role reports to the Store Manager.Primary Responsibility:The Customer Experience Manager is responsible for driving and growing top-line sales by leading the sales floor, coaching...
-
Manager, Customer Experience
2 weeks ago
Toronto, Ontario, Canada TD Bank Full timeManager, Customer Experience - Voice of the Customer Program:BRJob Category - Primary MarketingWork Location TD Centre North 77 King Street WestEmployment Type RegularCity TorontoTime Type Full TimeProvince/State OntarioHours 37.5Workplace Model HybridPay DetailsDepartment OverviewThe Customer Experience and Consumer insights (CX&I) Team are enterprise...
-
Customer Experience Manager
2 weeks ago
Toronto, Ontario, Canada Phoenix Digital Health Inc. Full timeYou'll be at the core of Phoenix's growing Customer Experience (CX) team, enhancing men's health services.You will play a crucial role in Phoenix's CX, handling various customer touchpoints.Support the customer success team by addressing inquiries effectively.We seek a skilled communicator with exceptional organizational and interpersonal skills, capable of...
-
Customer Experience Manager
2 weeks ago
Toronto, Ontario, Canada Air Canada Full timeDescriptionBeing part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.As a Customer Experience Manager - Airports, you will play an important leadership role in our ambition to become a...
-
Manager, Customer Experience
2 weeks ago
Toronto, Ontario, Canada TD Bank Full timeManager, Customer Experience:BRJob Category - Primary Retail Banking ManagementWork Location 2044 Queen Street EastEmployment Type RegularCity TorontoTime Type Full TimeProvince/State OntarioHours 37.5Workplace Model OnsitePay DetailsDepartment OverviewAt TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long- lasting...
-
Enterprise Regional Sales Manager
2 weeks ago
Toronto, Ontario, Canada Radware Bot Manager Full timeEnterprise Regional Sales Manager - Toronto What is the job: Prospect for new accounts across all verticals of Financial, Ecommerce, EDU, Gaming and Enterprise Farm the regional base of active customers upselling and crossselling. Manage accounts to maintain a strong relationship with Radware and to keep them constantly appraised of Radware capabilities...
-
Marketing Campaign Manager
2 weeks ago
Toronto, Ontario, Canada Delbridge Solutions Inc. Full timeDelbridge Solutions is one of North America's fastest growing technology companies. With offices in Canada, USA, Europe, and Costa Rica, we provide world-class software solutions and implementation service for Performance Management, Data Management, Data Privacy, and Corporate Transformation Services. The majority of our clients are Fortune 1000 companies...
-
Manager, Pcma Customer Engagement
2 weeks ago
Toronto, Ontario, Canada PC Financial Full timeAll referred applicants must first be submitted through Workday by a current Loblaw Colleague.Location:500 Lakeshore Blvd. West, Toronto, Ontario, M5V 2V9When you hire great people, great things can happen.PC Financial offers unprecedented value to Canadians through payment products. We're a different kind of bank with a different type of team—we're...
-
Manager, Communications Customer Experience and
2 weeks ago
Toronto, Ontario, Canada TD Bank Full time403142BRMarketingToronto, ONMarch 16, 2023Company OverviewDepartment OverviewThe Customer Experience and Consumer Insights (CX&I) Team are enterprise change agents who champion the voice of our customers. Our vision is to enrich customer's lives by ensuring every decision starts and ends with the customer. Our mandate is to drive CX action by elevating...
-
Customer Experience Journey Manager
2 weeks ago
Toronto, Ontario, Canada Autodesk Full timeJob Requisition ID # 23WD68496Position OverviewAutodesk is looking for a passionate, self-motivated Journey Manager in our quest to evolve our Experience Management Framework to improve the Customer Experience and drive growth.In this role, you will be critical to expanding Autodesk's portfolio of Customer Experience Journeys and Service Blueprints. You will...