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Head of E-Commerce
3 weeks ago
Our client, a Canadian-owned and operated wholesale food service company, is seeking a Director of E-Commerce to lead the national e-commerce function through a period of substantial growth. Reporting to the COO, the Director of E-Commerce will have end-to-end ownership of the e-commerce function and platform and will directly oversee Marketplace Management, E-Commerce Data Management, Online Customer Service, and Fulfillment teams. Define and execute the national e-commerce strategy aligned with the company's overall growth objectives and aggressive multi-year growth ambitions. Reporting to and working closely with Executive Leadership, providing functional leadership, subject matter expertise and strategic insights in the delivery of the E-commerce function. Partner closely with Sales, Supply Chain, IT (including offshore teams), Finance, and Customer Service to align plans, resolve issues, and jointly deliver on strategic initiatives. Lead with a data-first approach, leveraging analytics, reporting, and experimentation (tests, pilots, and trials) in both strategy and operations. Create cross-functional governance frameworks that clarify roles, responsibilities, and decision rights between e-commerce and Sales, Marketing, Supply Chain, IT, and Customer Service teams. Own KPI frameworks, scorecards, and performance standards across all e-commerce channels Own the e-commerce platform roadmap, including architecture, integrations, and automation in partnership with internal offshore IT team. Optimize and leverage the existing e-commerce technology stack while proactively identifying, evaluating, and implementing additional tools and software that enhance platform capabilities and support growth and retention objectives. Identify and resolve UX bottlenecks, streamline navigation, checkout processes, and product discovery while improving technical and product information clarity. Optimize site conversion and customer retention through data-driven testing, personalization, lifecycle programs, and targeted interventions that maximize customer lifetime value. Lead marketplace expansion and new market entry initiatives, including platform launches, localized experiences, and go-to-market strategies aligned with growth objectives. Support strategic growth initiatives and programs (i.e. private label, in-store fulfillment etc). Optimize the e-commerce team structure; upskilling, restructuring and addressing performance gaps as needed. Foster high-performance culture through setting clear expectations, metrics, KPIs, and accountability standards across the e-commerce teams. 10+ years of progressive e-commerce experience, with at least 5 years in a senior leadership role, ideally within wholesale, distribution, or retail environments. ~ Proven track record of building and leading high-performing e-commerce teams of 10+ people across multiple functions (marketplace, data, customer service, fulfillment). ~ Hands-on experience with e-commerce platforms and enterprise systems, with proficiency in tools such as Shopify, SAP, and Mailchimp (or similar CRM/marketing automation platforms) highly valued. ~ Strong people leadership capabilities, including team development, performance management, and cross-functional influence at the executive level.
