Digital Manager

**POSITION**: Digital Manager
**DEPARTMENT**: Customer Care
**REFERENCE NUMBER**: 22- 49
**LOCATION**: Vancouver - Head Office (Currently a Hybrid Model)
**DURATION & STATUS**: Full time and permanent
**START**: ASAP
**DEPARTMENT MISSION**: As a team, we are dedicated to consistently exceeding customer expectations through our supreme communication skills & by creating memorable moments with each of them, striving to connect our customers to the brand in the best way possible.

**ABOUT US**:
Our passion lies in furniture and design, and it is the fuel that drives our global Retail + Wholesale business. We started out as a family-run company and aim to maintain this as we continue to rapidly grow with 200+ employees. We’re entrepreneurial. We challenge the status quo, aren’t afraid to try new ideas, and we leverage our agile structure to make smart decisions and find new opportunities. We’re a people-first company and what we do wouldn’t be possible without our customers and our team. Join our flexible work culture and team of creative and passionate individuals.

The Digital Marketplace Customer Care Manager; Manages a team of customer care and order management CSR’s responsible for order management and fulfillment of wholesale orders for a large set of digital marketplace customers.

**THE SUCCESSFUL CANDIDATE CAN LOOK FORWARD TO**:

- A competitive salary, scaling upward depending on experience, skill and qualification
- Generous perks, including product discounts, health, dental and vision insurance, free classes at Ride Cycle Club, monthly lunches and an in-office kitchen stocked with snacks and essentials
- Professional development opportunities
- A modern, casual and open workplace with views of downtown Vancouver and the surrounding mountains

**WHAT YOU’RE RESPONSIBLE FOR**:

- Manages a team of 10+ associates
- Recruits, coaches, and develops team leads and associates
- Identifies opportunities and proactively develops continuous process improvements
- Provides day to day leadership, and counseling to staff as to the execution of programs, plans, and objectives.
- Ensures staff development is consistent with corporate objectives. Sets priorities, and re-assigns duties as required.
- Executes daily operational tasks such as order flow monitoring and coordinates with various teams to triage issues, raise support tickets where needed, analyze root cause, and assist in efficient resolution of all order fulfillment process issues.
- Track and manage issues through to resolution and assess common root causes that can be improved upon.
- Oversees B2B agency partner and vendor relationships in their fulfillment of development and execution tasks, monitoring usage and contract efficiency. Resolves issues and communicates findings to stakeholders.
- Providing data analysis and insights on customer shopping trends and identify potential opportunity gaps.
- Provide weekly and monthly sales reporting.
- Works closely with internal stakeholders to coordinate priorities and inter-dependent initiatives. Works with stakeholders to create required documentation for compliance.

**THE EXPERIENCE OF A STRONG CANDIDATE**:

- Minimum 3 years experience in a capacity of Customer Care Manager in a dynamic fast-paced environment.
- Previous 5+ years experience in the Digital Marketplace/ Order Fulfillment
- Extremely well organized and accurate, with superb attention to detail
- Strong written and verbal communication
- Ability to handle pressure during peak periods
- Positive attitude to work in an entrepreneurial company who is growing quickly

COVID-19 & DIVERSITY
Proof of COVID-19 vaccinations are a condition of employment at MOES home collection.

**Job Types**: Full-time, Permanent