Director of Omni-Channel

Found in: Whatjobs CA C2 - 2 weeks ago

Vancouver, Canada JD Sports Canada Full time

Location: Vancouver

Reporting to: CEO

Salary: 130-145


JD Sports is looking to add a Director of Omni-Channel to join our team and play a pivotal role in our operational strategy, ensuring a seamless and integrated customer experience across all channels. Reporting directly to the CEO, you will drive operational excellence and enhance our brand presence in the digital landscape. Your responsibilities will include overseeing the operations of our eCommerce website, ensuring the attainment of key metrics and KPIs. Collaborating closely with retail, merchandising and marketing departments, you will optimize inventory, decrease time to market and increase product availability to drive traffic and enhance conversion rates. The ideal candidate will have a deep understanding of omni-channel strategies, emerging technologies, and a proven track record of successfully implementing and optimizing cross-channel initiatives. This Director will play a pivotal role in aligning our online and offline channels to create a seamless and cohesive customer journey.


Key Duties/Responsibilities:

  • Oversee the end-to-end operations of our eCommerce platform.
  • Monitor key metrics and KPIs related to omni-channel performance.
  • Prepare and deliver regular reports on eCommerce operations, sales forecasts, and budget adherence.
  • Lead the Ecommerce team to optimize standard operating procedures and ensure efficiency.
  • Partner with merchandising teams to optimize inventory levels and product availability across all channels, paired with the timely launch of new products on our Ecommerce platform.
  • Implement strategies to minimize stockouts and excess inventory, ensuring a balanced and profitable assortment.
  • Design and implement efficient workflows to minimize time to market and maximize product availability.
  • Develop and maintain a proactive system for monitoring product availability and addressing discrepancies.
  • Strategically position the business for successful growth beyond current targets on a year-over-year basis.
  • Investigate and determine reasons for products not being live on the website. Collaborate with relevant teams to resolve issues promptly.
  • Enhance the online customer experience through the implementation of innovative tools and user-friendly features.
  • Lead a concierge-level customer service team to address eCommerce-related issues in line with brand service standards.
  • Serve as the point of contact for all product-related website issues and inquiries.
  • Participate in regular meetings and communications to ensure alignment on eCommerce operational objectives.
  • Actively participate in quality assurance efforts for the implementation of new eCommerce functionality and integrations.
  • Support ad-hoc eCommerce-related requests as required.



KPI Ownership

Sales

  • Sales targets: Annual, quarter, month, week and day targets met due to efficient and cohesive operations
  • Average order value: average amount spent by customers in a single transaction
  • Cost per return/rate of returns: Cost associated with processing each return or exchange and percentage of products sold that are returned by customers.
  • Conversion rate: percentage of website or app visitors who take a desired action (e.g., make a purchase)
  • Channel-specific conversion rates: conversion rates for each individual channel (online, in-store, mobile, etc.)


Operations:

  • Omni-channel integration efficiency: how well systems and processes integrate across various channels
  • Omni-channel adoption rate: the percentage of customers using multiple channels for interaction.
  • Time to market: time taken to bring new products, features or services to market across all channels.


Customer experience KPIs

  • Order cycle time: time taken from order placement to delivery and overall satisfaction with the omni-channel experience
  • Time to resolution: average time taken to resolve customer issues or inquiries.
  • Net promoter score (NPS): measure of customer loyalty and likelihood to recommend the brand.
  • Customer Lifetime Value (CLV): predicated revenue a customer will generate over their entire relationship with the brand.


Skills/Experience/Knowledge needed:

  • Proven leadership experience in eCommerce or omni-channel operations or a related role.
  • Strong time management and organizational skills to meet tight deadlines for new product/campaign launches.
  • Expert proficiency in eCommerce platforms and software, including Shopify.
  • Excellent communication skills.
  • Detail-oriented with the ability to manage multiple tasks simultaneously.
  • Knowledge of eCommerce trends and best practices.
  • Strong analytical and problem-solving skills, including proficiency in Microsoft Excel.
  • Customer-focused mindset.

  • Director of Omni-Channel

    Found in: Appcast CA C2 Glassdoor - 2 weeks ago

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