Customer Experience Lead-Carrefour Laval

Centric Brands is a leading lifestyle brand collective that designs, sources, markets, and sells high-quality products in the Kids, Men’s and Women’s apparel, Accessories, Beauty, and Entertainment categories. The Company’s portfolio includes licenses for more than 100 iconic brands. Centric Brands is headquartered in New York City, with offices in Montreal, Toronto, Los Angeles, Greensboro, London, and Hong Kong. For more information about Centric Brands, please visit www.centricbrands.com.

SNEAK PEAK AT OUR BENEFITS :

• Advantageous benefits plan (medical, dental, vision and more)
• RRSP / DPSP (match up of up to 4%)
• Generous vacation
• Sick days
• Flexible hours
• Casual wear
• Company Events
• Birthday gift
• Brand discounts
• Training, development & career advancement opportunities
• D&I committee that is shaping the future of diversity, equity, and inclusion at Centric Brands through workshops, resources, and inspiring conversation.

We are looking for a Director, ECommerce to join our growing team in Montreal.

The Director of ECommerce builds, inspires, mentors and motivates a team of ECommerce professionals and partners closely with other leaders across the organization in order to achieve the ECommerce sales objectives as well as the company’s overall corporate objectives. Develops, prioritizes and leads the execution of Digital & ECommerce strategies and initiatives to support the overall Buffalo David Bitton brand and company growth objectives in partnership with the business. Provide fast pace and thoughtful leadership and guidance to direct reports and develop organization and business models that will increase ECommerce revenue.

Additionally, the ECommerce Director leads the day-to-day execution process which drives sales and promotes innovative customer experiences. Understanding online customer behavior and optimizing solutions daily to serve the customer at all touchpoints.

MAJOR RESPONSIBILITIES :

• Lead the ECommerce planning process which drives sales and promotes innovative customer experiences by providing product assortment leadership and championing new and existing sales opportunities.
• Owning the P&L of the eCommerce channel.
• Strategically manage Performance Marketing Budgets and oversee digital agency.
• Identify and improve the analytics tools to improve business profitability.
• Lead a Digital Analytics process that drives intelligent decisions with the business identifying opportunities and threats.
• Work cross-functionally with the Iconix and Creative team to bring both national campaigns and online campaigns to life.
• Analyzing and reporting on key performance metrics.

Operations

• Collaborate with cross-functional partners to manage all aspects of the ECommerce business including, business planning, content strategy and development, promotional campaigns and other online marketing, website design, customer service, web analytics and web technologies.
• Develop, prioritize and lead the execution of Digital & ECommerce strategies and initiatives to support the overall company plan and growth objectives in partnership with the business.
• Direct the ECommerce team to maintain site content, search functionality, implementation of new products and launch campaigns.
• Lead the Digital Experience process that maximizes sales and propels our brand through creating an intuitive, efficient and desirable digital experience.
• Ensure that the ECommerce platform has the best-in-class capabilities including up-sells, cross sells, enhanced content, etc.
• Develop superior user-focused digital initiatives to drive business growth and ensure brand consistency.
• Develop, manage, and nurture relationships with strategic digital partners and vendors.
• Work with key stakeholders to resolve ECommerce operational issues that impact consumer experience.
• Serve as a liaison and primary point of contact within the eCommerce organization for cross functional partners acting as a project manager to evaluate, prioritize, develop, manage, implement and test eCommerce initiatives.
• Manage the user experience of the website including site navigation, content development, checkout funnel and promotional campaigns.

Digital Marketing

• Understand online customer behavior and optimizing solutions to serve the customer at all touchpoints.
• Create and assess weekly, monthly, and quarterly reports to be reviewed by upper management based on Key performance indicators and industry standards.
• Oversee strategies around acquisition, digital (SEM, paid search, PPC, etc.), email and direct mail campaigns.
• Create quarterly digital marketing strategies and sales calendars.
• Collaborate with the Brand and Creative team to develop a robust marketing plan to support new product launches and campaigns.
• Measure the efficacy of programs through testing and adapting to promote growth in all channels.
• Monitor weekly sales and performance. Monitor engagement, conversion, traffic, and revenue through various online marketing pushes.
• Support the development of integrated digital campaigns.
• Review and implement Digital Marketing strategy with digital agencies and 3rd party vendors.
• Provide partners with suggestions to optimize e-commerce performance.
• Organize, coordinate and manage multiple marketing schedules on a monthly basis.
• Maximize the traffic to the Buffalojeans.com site by improving page ranking within search engines.
• Develop original content to include keywords or phrases that will increase traffic to site.
• Test and implement various search engine marketing techniques and website layouts.
• Ensure that all website and internet properties under Buffalo control have been technically optimized to attract and engage those visitors that closely match our brand profile of the target audience.
• Build systems and protocols internally that ensure all content is optimized across all platforms and user experiences (websites, mobile, social, video, blogs, etc.).
• Help set, and work to, performance indicators for SEO that are understandable, and which complement overall marketing and business objectives.
• Actively collaborate with Iconix in the creation of monthly content marketing plans to increase both the volume of followers through social media channels and level of follower engagement on the website.
• Support the e-com team and partners to achieve successful execution and implementation.

Website Content

• Develop and oversee effective planning, perform weekly QA and execution of content across the websites and online marketing campaigns to ensure efficiency, accuracy and timeliness of all web content publishing.
• Supporting and helping the E-com team, gathering, editing and uploading all into Shopify (product, description, markdown & promotions, graphic supports, etc.).
• Work with various experts, partners and internal departments for managing the website functionalities and content.
• Handling requests related to content.
• Backup all historical data related to content and promotions.

Creative & Design

• Build the user flow funneling to checkout and seasonal website mapping.

System, Software and Technical

• Provide specifications and analysis of new web platform enhancements and data interfaces and manage with the internal development team.
• Create test plan templates and test with Buffalo / vendor to ensure that functionality meets our needs.
• Collaborate with technical support team in relation to interface development and Shopify Platform.
• Follow-up with IT partners to test interfaces, to validate that the required data is being passed correctly to external systems, and that incoming data is being parsed properly into existing systems.
• Coordinate project statuses, activities, issues, and escalation procedures with internal development team, third-party vendors and other related persons, as needed.

DO YOU HAVE THE PROFILE WE'RE LOOKING FOR?

• Bachelor's degree in Business, Marketing, or related field
• 7-10 years total ECommerce experience
• History of scaling eCommerce operations
• Experience in the fashion industry a plus
• Highly motivated, Creative and Enthusiastic
• Strong attention to detail and organizational skills
• Ability to multitask
• Ability to work well in a fast-paced environment with tight deadlines
• Ability to communicate effectively
• Bilingual (French / English); English is necessary for this position since the person will work daily with overseas factories and will need to present sketches and send communications and information to clients outside of Quebec.

Technical Skills :

• Deep expertise with Shopify Plus platform and its ecosystem
• Understanding of major Shopify apps and integrations
• Experience with data analytics tools (Google Analytics 4, Shopify Analytics)

Business & Strategic Skills :

• Proven track record of driving eCommerce revenue growth
• Experience managing P&L
• Strong understanding of eCommerce KPIs and metrics
• Ability to develop and execute digital marketing strategies
• Experience with inventory management and supply chain operations
• Budget management and resource allocation expertise

Leadership & Management :

• 5+ years of eCommerce management experience
• Experience leading teams of 3-8 people
• Vendor and agency relationship management
• Cross-functional collaboration skills (working with marketing, operations, finance)
• Project management and prioritization abilities

Be part of our growing community by getting involved with groups, teams, and initiatives like Be Green, Be Giving, Be Well and Be Celebrated.

Centric Brands Inc. is an Equal Opportunity Employer and is committed to diversity and inclusion.