Ecommerce Technical Manager

3 weeks ago

Mississauga, Canada 3100 Ridgeway Dr, Mississauga, ON L5L 5M5, Canada Full time

Monday, March 4, 2024

This pivotal role encompasses managing our ecommerce platform, enhancing customer satisfaction, and ensuring seamless website functionality. The ideal candidate will leverage analytics to drive decision-making, manage our Product Information Management (PIM) system, and optimize product data. Collaboration with IT, Marketing and external partners is crucial for integrating systems and improving operational efficiencies. With significant years of experience in technical system management and ecommerce, the incumbent leads initiatives to support our business goals, ensuring our ecommerce operations align with industry trends and compliance standards.

Core Responsibilities

Website Management

  • Ensure a user-friendly and seamless online shopping experience
  • Work with ecommerce platform partners to maintain and update the website
  • Managing technical issues with website/ecom
  • Managing enhancements with website/ecom
  • Resolving user requests/issues/inquiries for B2C business as well as additional marketplaces

Customer Experience

  • Oversee day-to-day operations of the ecommerce website
  • Monitor customer feedback and address any issues promptly
  • Use platform features/functionality and to improve customer experience, retention, and satisfaction
  • Implement strategies and system enhancements to support department goals

Analytics & Reporting

  • Use analytic tools to track and analyze website performance, user behavior, and sales data
  • Generate regular reports to assess the effectiveness of ecommerce initiatives
  • Use data-driven insights to make informed decisions

PIM (Product Information Management) Administration

  • System Management & Data Integration
    • Maintain and oversee PIM system, ensuring it is up-to-date and functioning correctly.
    • Configure, customize, optimize, and enhance the PIM system to meet the organization's product data management needs.
    • Collaborate across departments to set up mechanisms for adding data fields to website that will enhance user experience.
    • Requires setup of a workflow in collaboration with Data Team and Procurement Team (uncover efficiency need, clean data, setup process, ongoing management).
  • Collaborate with IT and software vendors to troubleshoot technical issues and implement system improvements or enhancements.
  • Manage data synchronization and integration between PIM systems.
  • Work closely with IT and integration teams to optimize data flow between the PIM system and other systems, such as ERPs, CRMs (Customer Relationship Management), and online marketplaces.
  • Monitor and resolve data integration issues promptly to maintain data consistency.

Product Data

  • Implement data cleansing procedures to standardize and fix, improve, and enrich product data.
    • Collaborate with cross-functional teams to resolve data discrepancies and maintain data accuracy.
    • Collaborate with product managers to enhance product data (including attributes, descriptions, images, technical specifications, and taxonomy classification).
    • Ensure that product data is up-to-date and aligned with marketing and sales strategies.
  • Ongoing management of product listings, including descriptions, images, and pricing
    • Conduct regular audits of product data to identify inconsistencies, errors, and missing information.
    • Implement effective product categorization and navigation through taxonomy tools
  • Manage feedback from customers/manufacturers/employees/Exec and ensure all feedback is tracked, resolved, and update communicated back to feedback source
    • Utilize feedback tracker to drive insights and projects for efficiencies to prevent further issues
  • Perform product data training and knowledge share across organization as needed to ensure all employees involved with product data and website improvements understands the Data Ecosystem

Reporting & Analytics

  • Analytics Pro
    • Design monthly reporting metrics to provide to Product Managers/Specialists, Data Team, Procurement Team to drive insights on product line engagement, relevant category feedback, etc
  • Perform monthly update meetings with Head of Marketing
    • Progress review of open projects/integrations/enhancements, review issues/roadblocks, timelines
    • Present on key KPIs on data progress, website sales, user engagement, etc

GeneralResponsibilities

  • Partnerships and 3 rd Party Management
    • Collaborate with ecommerce & PIM platform partner, ERP partner, and additional third-party vendors involved with the overall website solution and related ecommerce channels.
  • Compliance
    • Stay informed about ecommerce regulations, compliance requirements, and future product data considerations on ESG (Environmental, Social and Governance) standards (country of origin, sustainability, ethical sourcing, etc)
    • Ensure the company’s ecommerce activities adhere to legal and regulatory standards
  • Documentation
    • Add to, and revise, current documentation with all new learnings and changes to the data setup.
  • Collaborate with cross-functional teams, including IT, Product Managers, Finance/Admin, and Customer Service/Operations.
  • Provide guidance and support to team members involved in ecommerce activities.
  • Stay Updated:
    • Keep abreast of industry trends, technological advancements, and best practices in ecommerce.
    • Analyze market trends, customer behaviour, and competitive landscape to identify opportunities for growth
  • Other duties assigned

Candidate Requirements

  • Education: (mandatory) BA, BS, BAS, BBA in Computer Science, Business, Tech Solutions & Services, Technology Systems, Business Administration, or similar (BCompSc, BTech, etc)
    • MBA (asset)
  • Experience:
    • 12+ years of career experience in business decision making, technical system management, and working with leadership to drive initiatives that support overall business focus
    • 4 years of experience with ecommerce technical system platform management (ideal 6 years’ experience)
    • 4 years of experience with Unilog’s CX1 platform management (ideal 6 years’ experience)
    • 4 years of experience in PIM system administration, integration, and data management (ideal 6 years’ experience)
    • 4 years of experience in mechanical/PVF/heating/plumbing/HVAC/construction industry (ideal 6 years of experience)
    • 4 years of experience in wholesale and B2B ecommerce environment (ideal 6 years of experience)
    • 4 years of experience with mechanical, plumbing, hydronic, HVAC product data
  • Skills and Competencies:
    • Proficiency in PIM software and data cleansing process
    • Intuitive analytical and problem-solving skills
    • Excellent attention to detail and a commitment to data accuracy
    • Effective communication and collaboration skills to work with cross-functional teams
    • Familiarity with ecommerce and product management practices is a plus
  • Certifications/Licenses: (asset)
  • Certification towards PIM (Product Information Management) or MDM (Master Data Management)
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