Vice President, Digital Channels

Location Address:
100 Queens Quay East, 9th Floor, Toronto

Number of Openings:
1

Pay

$166,577.78 - $270,688.89

Job Posting Description:
This is a hybrid role #LI-Hybrid

Reporting to the Chief Marketing & Digital Officer, the VP, Digital Channels is responsible for digital strategy and management of all digital platforms including website and mobile apps, to create engaging experiences through a cohesive retail and digital model, for B2C and B2B customers, and driving overall growth and profitability of digital channels. The VP is customer-focused, providing strategic and operational leadership for digital commerce channels to help achieve the LCBO's corporate goals, leading product development, online merchandising, and operations.

About the Role

Support the Future State Modernization program and begin value realization (20%):

- As the VP, Digital Channels, you will develop and implement strategies to help unify the digital platforms and integration of new back-end systems to enhance the customer omni-channel experience.
- Champion the strategy for Digital Channels and lead marketplace introduction delivering on program goals and ecommerce technology enhancements.
- Manage appropriate projects to inspire creativity and value through the LCBO mandate.
- Establish and oversee programs to address risks.

Enhance the Digital Channel Customer Experience for B2B and B2C customers (20%):

- Create an engaging online experience to encourage product discovery and interest (product design, user experience, content) and make it easy to shop online regardless of fulfillment choice.
- Influence and amplify digital B2B platforms to provide a seamless customer experience and meet market modernization goals.
- Use data to guide insight and prioritize opportunities for customer experience improvements across web and mobile.
- Monitor and drive action on key KPIs, proactively identifying and resolving roadblocks to ensure achievement.
- Improve current technologies while prioritizing future development.
- Achieve important metrics such as sales, traffic, cost to fulfill, service level, revenue growth and customer engagement scores.
- Lead the tracking, monitoring and communication of all important metrics and related dashboards.

Build product roadmap to support strategic priorities (15%):

- Develop mid and long-term roadmap and release schedule in partnership with IT, consistent with corporate priorities, for B2B and B2C customers.
- Define and oversee KPIs and build business cases.
- Promote best practices for Digital channel opportunities and tools through learning, keeping ahead of Digital eCommerce trends.

Enhance the Omni-channel Fulfillment Experience (10%):

- Lead the enhancements to the pickup/delivery process to support in-store pick up, ship to home and on demand delivery programs - aligning to schedules, projects, budgets, and resources to meet expected results.
- Develop a last mile strategy in collaboration with cross functional team.
- Define strategy for long term on demand delivery program.

Grow eCommerce sales and revenue (20%):

- Lead our overall cohesive retail and digital model for B2B and B2C by understanding market trends, user needs and experiences and interrelatedness of Digital Channels with other projects.
- Educate and influence, through the use data and insight, to improve merchandising and promotional activities and programs and to influence trade marketing activity.
- Identify and oversee opportunities for owned digital channel media sales.

Lead the Digital Channel Team (15%):

- Provide purposeful leadership to the Digital Channel team to focus on key priorities and deliver programs that meet business goals and changing market requirements.
- Foster collaboration and introducing new ways of working to drive digital KPIs and operational efficiency.
- Continue to grow talent and skillset to meet changing business needs.

About You
- University Degree or Post-graduate education in some of the following: Digital eCommerce, online merchandising, and promotions.
- 10 years of experience in a senior management role within the digital commerce or omni-channel retail space.
- Experience in Digital eCommerce management, including fulfillment, logistics, customer service, and latest digital commerce trends.
- Comprehensive knowledge of retail operations with familiarity within the beverage alcohol industry and associated product expertise.
- An understanding of search engines, optimization and factors that influence high SEO rankings.
- Comfort with digital transformation projects and familiarity with Digital eCommerce platforms (Adobe), in-store technology capabilities, and customer data analytics.
- Background in process improvement and operational efficiency, with experience enhancing customer experience and operational metrics in a retail environment.
- Experience delivering complex programs, ensuring understanding of organizational goals, while managing resources, timelines, risks, an