Manager, Ecommerce Operations

**Position Title**:Manager, eCommerce Operations

**Department**:Information Technology

**Location**:Burnaby, BC

**Overview**:
Our story began in 1903, and since then, we’ve been a food company powered by deep values, a family atmosphere, and our very own kind of entrepreneurial spirit. Today we’re a company filled with fresh energy. We are going places in the grocery business at full speed, and we’re looking for amazing people to join us on this exciting journey.

We are currently looking for a Manager, eCommerce Operations to join Georgia Main Food Group Limited and its banners: Fresh St. Market and IGA. With your experience in eCommerce and retail operations, you will analyze KPIs and support with strategy execution. Your analysis of eCommerce operations, store fulfillment, customer pick-up, and delivery, will help drive efficiencies and identify opportunities for sales growth

**Who You Are**

You will play a key role in communicating to all Fresh St Market and IGA store leads. You will also analyze processes and develop standard operating procedures (SOPs) for our retail stores to maximize process efficiencies. You can learn, manage and configure existing eCommerce systems and help test new systems and integrate these systems into our stores.

You are responsible for partnering with different departments to collect necessary information and project details and compile concise communication and SOPs to support our retail chains while ensuring that our stores have all the necessary information to provide exceptional customer service. You also play an important role with logistics working with vendors and suppliers, as well as with our technology partners to help resolve issues and provide opportunities for continuous improvement.

**Duties and Responsibilities**
- Provide analysis of eCommerce fulfillment operations including customer pick-up and delivery as well as other store digital operations. Identify opportunities for growth and increased store sales. Support continuous improvement by analyzing key KPIs and appropriately modifying strategy to execute and align with the retail vision.
- Analyze processes and develop standard operating procedures (SOPs) for stores to maximize process efficiencies.
- Research, develop and write innovative new SOPs, and document existing SOPs to maximize process efficiencies.
- Provide recommendations and suggestions for improvements in any aspects relating to

increased performance.
- Analyze fraud and provide recommendations and suggestions for prevention.
- Communicate with store leads, develop relationships, and champion digital initiatives.
- Support with bottom-up communication and feedback from our stores and our customers by responding to inquiries to ensure our staff is engaged, informed, and supported.
- Partner with different departments to collect necessary information and project details and prepare concise and simple communication and SOPs to support our stores.
- Compile policies and procedures to build operations manuals ensuring that our stores have all the necessary information to provide exceptional customer service.
- Partner with suppliers and vendors to support ad hoc logístical/marketing requests pertaining to fleet opportunities.
- Work with technology partners to help resolve issues and provide opportunities for continuous improvement.
- Manage and configure existing eCommerce systems and help to test new systems and integrate these systems.
- Document configurations, business rules (substitutions, product, fulfillment, etc.), and process flows.
- Support implementation of various projects, including new store activations.
- Provide user requirements and conduct UAT for new systems. Provide feedback to the development team around implementation, deployment, and integration to help ensure the final product meets the needs of the retail store.
- Provide Tier 2/3 customer support and escalation when required.
- Act as the Administrator and Gatekeeper for third-party tools within the operations domain.
- Liaise with Training & Development to facilitate the continuous improvement of processes within a training framework.
- Coordinate with Retail Operations to achieve optimal work production across the board.
- Work cross-functionally with other departments to align on process outcomes that support the staff and customer experience.
- Remain current on digital grocery trends and programs which will increase customer/member service, productivity, product knowledge, and equipment understanding.
- Other duties as assigned.

**Required Skills, Experience, and Education**_**:_
- 5 + years of operations experience (Retail industry or Grocery industry preferred).
- 3 + years of experience working with omnichannel eCommerce (delivery and click and collect is a bonus).
- Strong operations professional with a related university degree.
- Team player, self-motivated with excellent communication skills.
- Demonstrated k