Manager, eCommerce - Online Retail
Four Seasons
Toronto, ON
Working in the dynamic environment of Four Seasons global headquarters, the Manager, eCommerce - Online Retail will be an integral member of the world-class team that drives marketing and strategy for one of the world’s leading luxury hospitality brands. Manager, eCommerce - Online Retail will own the eCommerce strategy and execution for all digital aspects (digital marketing, site experience) of the Online Retail platform and partner with other member of the Retail team to identify opportunities for continued innovation using digital and emerging technologies.

This position requires a digital expert with experience in eCommerce and digital marketing with proven experience on driving sales and conversion within the online retail space. He/she has an expert understanding of retail eCommerce best-practices (website and app), digital marketing, performance management (SEM/SEO), optimization, merchandising and promotion, analytics, omni-channel, scan & shop, and keen ability to leverage data to drive strategic decision making and conversion. He/she is a highly experienced manager that thinks innovatively and collaboratively to develop strategy. This individual is strategic driver of innovation, and has experience leveraging insights and delivering new technology pilots. He/she is a strong leader who can build strong business relationships across both internal disciplines and external partners, and is comfortable in a matrixed organization.

Education: College or University degree in related discipline required

A minimum of 5 years of experience in retail eCommerce / digital marketing with proven results
Experience in agile digital product / project management, managing digital teams (UI/UX, Dev, QA) & external vendors/partners
Thorough understanding of the rapidly changing digital and retail landscapes
Experience effectively managing digital marketing agencies, with depth in SEO, SEM and Social
Has managed multiple large-scale (budget of $500k+) digital projects with successful results (on time, on budget, hit KPIs)
Experience and comfort in working in a cross-functional team of digital professionals to serve global business needs
Experience in stakeholder management and communication plan within a global organization an asset
Experience with Shopify Plus an asset

Key Activities:
Product Management

Build, measure and refine product roadmap to deliver relevant and personalized user experience for retail guests
Recognize new opportunities in the online retail space
Work with internal teams and partners to develop and create online assets
Routinely monitor competitive landscape and identifies opportunities for growth
Lead key work streams to deliver an excellent digital experience against roadmap by making good decisions and efficiently prioritizing work amongst a vast amount of potential opportunities.
Communication of roadmap, updates and projects to FS stakeholders throughout the organization
Ability to deliver product and project leadership to define, scope and lead projects from start to finish, solving problems to clear team hurdles and maintain momentum
Refine roadmap over time based on stakeholder feedback, guest insights and analytics
Digital Marketing

Lead digital marketing for online retail; responsible for working with agency on performance management for eCommerce Retail, including SEM/SEO and Social strategy and efforts
Develop upsell strategy
Work collaboratively with Content, Brand, Social and CRM teams to identify best opportunities for spend based on ROI
Budget, forecast and manage digital marketing efforts for eCommerce Retail to increase traffic and conversion
Testing and Optimization

Develop test and learn approach to optimize traffic, conversion and revenue
Identify and prioritize opportunities to A/B and multivariate test various elements of eCommerce Retail digital experience
Team Management

Cultivate and motivate internal and external team members to deliver excellent work consistently across our online/offline retail platforms
Act as the day-to-day lead for the partner agencies responsible for the execution of business analysis and development of digital platforms, working closely with IT leads and CRM team

Working closely with Analytics team with a data-driven mind-set to extract insight from analytics, define needs for reporting and transform into action plans and decisions
Work closely with CRM team and external partners to define needs from guest/user insight to identify and prioritize product roadmap
Advanced analytical skills and ability to build fact-based recommendations

Technical Skills and Knowledge:
Knowledge of web development technologies – enough depth to have detailed conversations with engineering teams
Knowledge of design methods and best practices – enough to steer creative teams directionally and understanding of how to apply brand styles to be effective
Knowledge of personalization tools and best practices
Knowledge of Shopify or other eCommerce platforms
Proven project management experience
Proven product management experience - experience leading feature prioritization and workflow from requirements through to QA (SDLC)

Key Functional Competencies:
Excellent experience in eCommerce and digital marketing and measurement of results. Strong knowledge regarding the key levers to deliver highly effective e-commerce sites
Excellent knowledge of effective SEM and SEO strategies
Ability to think critically and evaluate best possible solutions and procedures
Experience managing the design and production processes for the development and delivery of digital experiences
Exceptional communication (written and verbal) and interpersonal (coaching, coordinating) skills, required to support a diverse team of employees, consultants and agencies on a daily basis
Able to bring together, coordinate and lead projects within a matrixed structure, with multiple managers and indirect stakeholders
Highly results oriented with experience identifying and improving ROI by driving continuous customer experience improvement
Excellent strategic skills and analytic acumen having demonstrated ability to gather holistic views of customers and drive strategic initiatives to improve their experience
Strong leadership, relationship management and influence skills
Able to achieve under pressure – multiple tasks and time constraints
Excellent project management skills - able to conceive and implement projects from start to finish, manage processes and expectations, and build commitment to deadlines
All candidates must be eligible to work in Canada.

Internal Candidates: Internal transfer applications in Workday to be completed on or before September 27, 2019.

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.