Avp, Ecomm Fulfillment Channel Experience

2 weeks ago

Toronto, Canada CT Corporation Full time

**What you’ll do**

The AVP, eCommerce Fulfillment Channel Experience is accountable for leading the development and execution of the strategy and customer experience requirements to support eCommerce fulfillment activities leveraging the CTC network that occur outside the four walls of the store across all banners, working in tandem with the broader Digital team, Store Operations, Store Design and Supply Chain. This role will also be 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 will be accountable for Product Management of the fulfillment channel experiences across multiple banners.

Reporting into the VP, Digital Operations and Fulfillment, you will play a key role in collaboratively developing the strategy for fulfillment of eCommerce orders direct to consumer to for pickup in a store. 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 new product development, organized, and is comfortable with agile methodologies.
- Collaborate with cross-functional stakeholders including Dealers, Store Operations, Store Design, Digital, IT and Supply Chain to develop and deliver against a strategic joint roadmap for eCommerce Fulfillment capabilities across all banners supporting Ship from Store, Ship from Vendor, Ship from DC and Ship to Store, In-Store Pickup, and Express Delivery, and the customer engagement channels that support them.
- Build partnerships to identify cross-banner opportunities and path to One Company eComm Fulfillment Experience team that includes Digital, Store Support and Supply Chain teams with clearly defined RACI and common objectives
- Define the KPIs and Capital requirements/investments necessary to support eCommerce Fulfilment and how they map to CTC’s strategic priorities.
- Understanding the broader strategic vision of our retail environment; design the future state Ship to Home process to reflect a streamlined, customer-friendly experience considering speed of delivery and cost to execute for both parcel and bulk products.
- Using a Product Owner framework, manage the continuous delivery and improvement of fulfillment capabilities working in a coordinate fashion with other Product Owners where dependencies/connections exist
- Support the ongoing build and delivery of the overall connected retail strategy, through understanding industry capabilities and benchmarks related to eCommerce Fulfillment and how this interacts with other key initiatives going on within the organization
- 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.
- Lead team, both direct and cross-functional, to ensure deliverables are met while also flexing to adjust to the needs of the business

**What you bring**
- Post-secondary education, ideally in Engineering, Business Administration or Technology
- 10+ years of related work experience in a retail environment and/or eCommerce capacity
- Demonstrated track record of successfully delivering large-scale, multi-stakeholder projects in a connected retail/eCommerce capacity
- Developed and implemented complex business strategy as a leader working collaboratively with cross-functional stakeholders
- Developed a passion for delivering superior retail customer experiences
- Proven ability to lead a team both directly and via indirect influence (ie: no official reporting relationship)
- Superb consultative skills and proven ability to adjust communication style and approach based on audience; comfortable liaising with all levels of the business, including senior leaders
- A strong ability to lead in an ambiguous environment and create clarity out of complexity
- Previous experience in Product Management, Supply Chain and/or working with Dealers/Store Operators considered an asset
- Agile and innovative individuals who are able to manage in an environment of change and ambiguity to help us take bold and strategic moves in this rapidly evolving retail environment
- Creative thinkers who take initiative and are capable of building, launching and managing projects/programs that drive results for our customers
- Problem solvers with the ability to analyze and prioritize to meet business objectives
- Strong presenters with ability to develop and deliver messages at both an Executive and project team level
- Change agents who can assess and address needs at all stakeholder levels to ensure successful introduction of new capabilities, processes and ways of working
- Collaborative team players with superior influencing skills, who build relationships easily across various stakeholder groups to move init

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