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What You Will Do:
Drive and Enhance the Omni-channel Customer Experience:
Identify and implement continuous improvements to enhance the operations and customer experience of our eCommerce business.
Focus on key metrics such as sales, cost to fulfill, cancellations, attach rate, order fill rate, turnaround time, service level, and customer engagement scores.
Define KPIs and capital requirements/investments necessary to support eCommerce fulfillment aligned with our strategic priorities.
Act as a liaison between Dealers, IT, stores, and other stakeholders to advocate for Dealers' interests and ensure positive outcomes for both the corporation and stores.
Drive Delivery and Adoption of eCommerce Post-purchase Capabilities:
Develop a streamlined and customer-friendly in-store pickup and delivery experience.
Propose changes to technology and overall pickup/delivery processes to support a winning in-store pickup strategy and ship-to-home program.
Oversee continuous delivery and improvement of eCommerce fulfillment capabilities using a Product Owner framework.
Collaborate with Store Sales & Operations field teams and associate Dealers to increase adoption of eCommerce capabilities for an exceptional store-level experience.
Support our overall connected retail strategy by understanding market trends, interrelatedness of eCommerce with other initiatives, and its fit into the broader picture.
Drive a Unified Omni-Channel Approach to eCommerce Fulfillment:
Collaborate with cross-functional stakeholders to develop and deliver a strategic joint roadmap for eCommerce fulfillment across all banners.
Build partnerships to identify cross-banner opportunities and establish a unified eComm Fulfillment Experience team with defined roles, responsibilities, and common objectives.
Lead the Omnichannel Capabilities Team:
Provide strong leadership to the Omnichannel Capabilities team in ideating, designing, and delivering innovative solutions that unify the customer experience across online and offline platforms.
Accelerate transformational plans by leading thought partners with Business Owners who may be focused on day-to-day operations or have competing priorities.
Foster cross-functional collaboration by breaking down silos and introducing new ways of working to drive digital KPIs and operational efficiency.
Oversee the Digital Store Experience:
Work in partnership with Dealers and cross-functional teams including IT, Digital, and Store Operations to drive omni-channel capability through digital experiences enabled via in-store technology.
Increase sales, NPS (Net Promoter Score), and operational efficiency through digital experiences focused on in-store kiosk interactivity with customers.
Serve as gatekeepers of the Digital instore roadmap.
Take responsibility for core locker program rollouts as well as new automation projects for store pick-up.
Ensure continuous delivery of key store operational programs such as Employee Facing Devices (EFD), POS (Point of Sale), Party City integration, and operational technology that connects customers and staff in-store.
Drive core deployment and growth of the ESL (Electronic Shelf Label) program including infrastructure enhancements.
What You Will Bring:
Experience and Expertise:
Proven Leadership: A minimum of 10 years of experience in a senior management role within the digital commerce or omni-channel retail space. Demonstrated ability to lead and inspire cross-functional teams towards achieving business objectives.
eCommerce Acumen: Extensive experience in managing eCommerce, including fulfillment, logistics, and post-purchase customer service. Knowledge of emerging trends and technologies in digital commerce.
Technical Proficiency: Comfort with digital transformation projects and familiarity with eCommerce platforms, in-store technology capabilities, and customer data analytics.
Operational Excellence: Strong background in process improvement and operational efficiency, with a track record of enhancing customer experience and operational metrics in a retail environment.
Program Management and Delivery: Drive the successful planning, execution, and delivery of complex programs, ensuring alignment with organizational goals and objectives, while managing resources, timelines, risks, and dependencies to deliver high-quality results within budget.
Strategic Thinking and Execution:
Visionary Leadership: Ability to develop and execute a long-term vision for the omni-channel digital commerce experience, aligned with the company’s strategic goals.
Analytical Skills: Proficient in defining and utilizing key performance indicators (KPIs) to drive decision-making and improve business performance. Experience in budgeting, capital investment, and resource allocation to support business needs.
Problem-Solving: Exceptional problem-solving skills with the capability to oversee complex projects and resolve issues that arise during the integration of various operational phases.
Communication and Collaboration:
Stakeholder Management: Skilled in managing relationships with a range of stakeholders including senior executives, IT, store operations, Dealers and external partners. Ability to advocate effectively for diverse business interests while ensuring cohesive team dynamics.
Influential Communication: Excellent verbal and written communication skills, capable of clearly articulating complex strategies to a variety of audiences. Proficient in leading negotiations and building consensus among diverse groups.
Cultural Fit and Values:
Adaptive Leadership: Demonstrates flexibility and adaptability in a fast-paced environment. Eager to embrace challenges and capable of managing change with a positive attitude.
Team Building: Proven record of building and leading high-performing teams and fostering an inclusive culture where diverse ideas and perspectives are valued.
Customer-Centric Mindset: Deep commitment to enhancing customer satisfaction and loyalty through innovative digital experiences and superior service standards.
About Us
Canadian Tire Corporation, Limited (“CTC”) is one of Canada’s most admired and trusted companies. With more than 90 Owned Brands, 1,700 retail locations, financial services, exemplary e-commerce capabilities, and exciting market-leading merchandising strategies. We dream big and work as one to innovate with purpose for our customers at every level of our business, investing in new technologies and products, and doubling down on top talent to drive the company forward. We offer competitive salaries and wages to CTC employees, as well as store discounts, supported learning through our Triangle Learning Academy, Canadian Tire Profit Sharing, and retirement and savings programs for eligible employees. As part of our enhanced flex benefits program, we offer mental health benefits in the amount of $5,000 per year for benefits-eligible employees and their families, including total well-being, and mental health tools and resources for all employees. Join us in helping to make life in Canada better through living and working our Core Values: we are innovators and entrepreneurs at our core, outcomes drive us, inclusion is a must, we are stronger together and we take personal responsibility. It is an especially exciting time to join CTC and its family of companies where career opportunities are wide-ranging! Join us, where there's a place for you here.
Our Commitment to Diversity, Inclusion and Belonging
We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better.
Accommodations
We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.
We are one of Canada’s most admired and trusted companies. With world-class owned brands and exciting market-leading merchandising strategies, we are continually innovating with purpose: to excite and serve Canadian customers from coast-to-coast. We are connected to communities, big and small, from coast-to-coast, offering products and services that reflect the diverse nature of every one of them. From sports to outdoors, automobiles to homes, we know and understand life in Canada like no other retailer can.
We are always on the lookout for curious, creative people who are able to navigate and excel in a rapidly evolving retail environment. If you’re ready to take on new challenges – be it in digital, IT, marketing, data & analytics, merchandising, or one of the many other roles we have – there is a place for you here, so apply today.