Senior Manager, Omni-Channel Experience

Full-time | Toronto, ON

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Senior Manager, Omni-Channel Experience

Full-time | Toronto, ON

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Be Part of Our Story

Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life.

Talent DeveloperTalent Developer
Transparent and Open to FeedbackTransparent and Open to Feedback
Customer InspiredCustomer Inspired
AgileAgile
Process DrivenProcess Driven
Continuous ImprovementContinuous Improvement

Job Details

Company Description

Current Indigo employees should apply through the Internal Mobility page using your @indigo.ca email address.

Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 150 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.

WHO WE ARE

  • We love books and all things beautiful
  • We are Canada’s Cultural Department Store
  • Books are our heart and our soul and Great Books are JUST the Beginning…

We play by the following rules:

  • We exist to add joy to our customers’ lives each and every time they interact with us and our products
  • Our job is to create joyful moments for our customers
  • We treat each other the way we’d treat a valued friend
  • We inspire each other to do our best work
  • We seek to ignite creativity and innovation every day
  • We give back to the communities in which we operate

Job Description

The Senior Manager, Omni-Channel Experience is accountable for continuously improving the digital end-to-end customer experience across both online and stores, leveraging insights and aligning to business goals, while delivering business results, sales and conversion. 

This role leverages analytics and customer insights to unlock opportunities for growth and experience enhancements while driving employee engagement consistent with our overall mission and guiding principles. The Senior Manager, Omni-Channel Experience provides leadership and oversight of the company’s omnichannel distribution and fulfillment operations, delivering best-in-class operational performance. It’s imperative to build a strong culture of collaboration, accountability, and continuous improvements by working closely with digital, customer service, store operations, planning & allocation and finance. This role is relentlessly curious about driving the customer experience and customer lifetime value and brings a data and customer-centric approach to driving performance.

 

WHAT YOU’LL DO: 

Functional

  • Drive organizational culture towards customer-centricity by implementing operational and process standards utilizing data, analytics, process mapping, and usage of the voice of the customer
  • Establish a cross-functional pod to manage and optimize ship from store, bringing a data-driven and customer-centric approach to reduce costs and improve shipping times
  • Optimize business rules and configurations (delivery promise, shipping rates, free shipping threshold) to maximize conversion and minimize cost
  • Set benchmarks and tracking mechanisms for the end-to-end customer experience, from order placement to delivery, and create a repeatable process for resolving customers that fall outside our acceptable range.  Triage end-to-end reporting on customer orders, including delivery against customer promise, leveraging end-to-end reporting
  • Triage VOC feedback (customer service, opinion lab and Our Indigo) throughout digital org
  • Lead peak across digital platform, including site readiness, multi-team coordination, “pre-holiday” must-haves (during holiday and during high volume periods)
  • Scale Omni-fulfilment initiatives, such as Express Pickup.  Optimize item eligibility criteria, onsite and pickup experience, reporting, customer metrics, and VOC to deliver customer value and profit targets.
  • Identify and drive profit improvement opportunities – at a product, basket, and total channel perspective
  • Roll out and champion, ship from store, optimizing store network in close collaboration with retail operations, planning and IT
  • Ongoing optimization of shipping costs across all distribution centres and stores to decrease shipping times and optimize cost and profitability
  • Drive margin accretive improvements in the end-to-end digital experience, focusing on the product information, customer delivery promise through fulfilment, order delivery/pick-up, and (if applicable) returns
  • Identify, evaluate, and prioritize opportunities to enhance our Omni-channel fulfilment experience
  • Support Indigo goals by executing on short to mid-term departmental goals (1 year)
  • Maintain a high level of strategic foresight by identifying customer and business needs, and adjusting departmental and team objectives accordingly
  • Translates digital strategy into operational and process strategies to ensure that operations are always aligned with company strategy with most efficient and effective approach and plans
  • Continuous identification and prioritization of customer pain points, to deliver best in class eCommerce delivery resulting in higher NPS and reduced call volume eg WISMO
  • Identify opportunities to leverage stores to deliver a truly best in class omni channel
  • Ensure the execution of team deliverables and adapt team priorities based on changing needs
  • Ensure the completion of team deliverables and set/adhere to team budgets, as applicable
  • Act as an advocate for the customer by placing them at the forefront of all design and decision-making processes
  • Proactively identify and anticipate customer expectations and needs
  • Embrace and seek out technology that creates high tech and high touch solutions for Indigo’s customers
  • Challenge the status quo and consistently identify areas for improvement, diagnose issues and working to resolve them

 

People

  • Build strong teams by attracting and developing the best talent
  • Bring out the best in others, empower and constructively stretch talent
  • Give authentic feedback on performance and potential
  • Ensure all team members understand where they stand and have clear performance objectives aligned with Indigo and team goals
  • Collaborate with others to drive flexible and iterative solutions, quickly and easily
  • Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
  • Help others see the impacts of their efforts and proactively engage other functions to get input
  • Encourage others to freely share their point of view and be open to feedback
  • Accountable for the overall engagement, productivity, turnover and bench strength of the team

Cultural

  • Model Indigo’s beliefs and convey a positive image in everything you do
  • Celebrate diversity of thought and have an open mindset
  • Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes
  • Embrace, champion and influence change through your team and/or the organization

Qualifications

WHO YOU ARE: 

  • Prior experience in eCommerce fulfillment including ship from store required
  • Use of Manhattan OMS is required
  • Bachelor’s degree in Business, or quantitative discipline
  • 5+ years of progressive experience in top tier organizations in roles that required analytics, problem solving and process innovation, ideally in a digital environment
  • Relentless appetite to grow a business
  • Extensive experience in having a holistic view of the end-to-end customer experience and able to drive process design and improvements to enhance the experience and ensure it is “joyful”
  • Capacity to see things at both a strategic and operational level is required
  • Customer centric approach in all capacities
  • Extensive knowledge of best-practices for marketing in all forms
  • Self-starter with an ability to work at the highest levels with little supervision
  • Demonstrated ability to develop effective and collaborative relationships across the organization in pursuit of corporate goals
  • Ability to create partnerships and influence outcomes, utilizing effective communication skills and change management practices
  • Commercially oriented, data-driven decision-maker with deep analytic skills, sound judgement, creativity, and a proactive approach to identifying and assessing opportunities
  • Proven organization savoir faire – relationship-building skills that influence thinking and outcomes through professional credibilit

Additional Information

At Indigo, we are committed to our communities, our customers, and each other; together we can make a positive impact. We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. We are driven to be an equitable employer, which highly values your diverse backgrounds, experiences, and perspectives. We believe that you, in all your uniqueness, belong at Indigo. We welcome all applicants and encourage applications from individuals who identify as Black, Indigenous, a person of colour, LGBTQ2+ and people with disabilities. Accommodations are available upon request to individuals who self-identify as having a disability or special need. Please contact Human Resources at 1 (888) 881-3177 (toll free) or Support-HR@indigo.ca if you require an accommodation at any time during the recruitment process. 

WELCOME HOME

Indigo

Senior Manager, Omni-Channel Experience

Home Office (HO)
Full-time
Director
Indigo Digital
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