Team Lead, eCommerce operations and applications support

3 weeks ago

Montréal, Canada BRP Full time

As the team lead Ecommerce operations - direct to consumer you will play a pivotal role in shaping the success of our digital strategy by guiding a team of specialists (orders management and operations, product owners, business analysts) to monitor and optimize the operations of BRPs Ecommerce channel (from online experience to the full order flow: creation to fulfillment and after sales and back office related activities).Your expertise will be required to ensure the ecommerce store is run and optimized in alignment with business priorities, resources capacities and revenues impact. Under the leadership of the Operations and performance Sr. Manager, you will work in very close collaboration with the Performance marketing team, merchandising team, solution delivery team, IT (interfaces, SAP, etc.) to ensure smooth operations on the ecommerce channel, bug resolutions and continuous improvement.YOU’LL HAVE THE OPPORTUNITY TO:
Ensuring the overall quality of BRP’s direct to consumer experience by leading the team in:
Monitoring the overall health and performance of BRPs direct to consumer online order management cycle, from order creation to fulfillment and after sales and back office related activitiesDefining incident resolution workflows and methodologiesLead a team of analysts and product owners responsible for:
Monitoring status of orders, inquiry resolution and support for any necessary escalationUpdating & troubleshooting incidents affecting the customer experience on BRPs online stores as well as ensuring the back-end system processes are functioning properlyAssisting customer service, external service partners and BRPs application support teams in incident resolutionEnsure customer sales, support and shipping/delivery related metrics are achieved with regards to sales, cancellations, returns, and refunds.Raise the maturity level of the eCommerce operations practice, including process and monitoring-alerting automation.Defining and maintaining Online Store SOPs as required, ensuring improvement to customer experience goals.Determining and identifying root causes of reported issues in terms of specific in-house and/or vendor related and develop plan for short and long term improvement.Acting as a liaison between internal stakeholders (E.g. customer service, dealer network, external partners, IT, etc.)
contributing to new D2C-retail oriented RACI definitionunderstanding and navigating business interdependencies, company procedures, policies, and workflows to properly assess any complex situationproviding an informed diagnosis and an efficient resolution plan (respectful of SLAs and procedures)Participating in QAs for partial or end-to-end flows related to order management.Data and analytics:
Interpret data, analyze results using analytics and research methodologiesEvaluate key performance indicators, provide ongoing reports, and recommend business plan updatesYOU’LL THRIVE IN THIS ROLE IF YOU HAVE THE FOLLOWING SKILLS AND QUALITIES:
Bachelor’s Degree in business-commerce, computer science or in a pertinent field.Experience in team leadership roles (team lead, domain lead, supervisor).A minimum of 3 years experience in the retail industry in any of the following roles:
Operations specialistBusiness analystClient care - support specialistParticipation in the implementation or operations of OMS, Digital/eCommerce, B2C, Omnichannel projects would be considered a strong asset.Comfortable with being the last line of communication in issue resolution process.ACKNOWLEDGING THE POWER OF DIVERSITY
BRP is dedicated to nurturing a culture that invites, connects, and propels the ambitions of people of all backgrounds, profiles, beliefs and experiences. Ultimately, the diversity and uniqueness of our people fuel our ingenuity and set the course for the path ahead
For this reason, we value diversity and we strive to always push each other forward to build an inclusive workplace where every employee feels like they belong, where they can grow and find meaning.
AT BRP, WHEN WE TALK ABOUT BENEFITS, WE GO ALL IN.
Let’s start with a strong foundation - You want it, we have it:
Annual bonus based on the company’s financial results
Generous paid time away
Pension plan
Collective saving opportunities
Industry leading healthcare fully paid by BRP
What about some feel good perks:
Flexible work schedule
A summer schedule that varies by department and location
Holiday season shutdown
Educational resources
Discount on BRP products
WELCOME TO BRP
We’re a world leader in recreational vehicles and boats, creating innovative ways to move on snow, water, asphalt, dirt and even in the air. Headquartered in the Canadian town of Valcourt, Quebec, our company is rooted in a spirit of ingenuity and intense customer focus. Today, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Australia and Austria, with a workforce made up of close to 20,000 spirited people, all driven by the deeply held belief that at work, as with life itself, it’s not about the destination; It’s about the journey.
#LI-Hybrid
#LI-EF1

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