City : St. Jacobs, Ontario, Canada

Category : Marketing

Industry : Retail

Employer : Home Hardware

Home Hardware has an amazing opportunity to join our Marketing team as an eCommerce Customer Experience & Operations Manager. Reporting to the Director, eCommerce, you will be responsible for directing the day-to-day operations/activities of the Omni Channel Customer Experience & Operations teams, including supporting our customers and dealers, preventing fraud losses, and improving eCommerce operational cost lines.

If you have strong eCommerce and customer service knowledge, along with a thorough understanding of the entire customer experience, we would love to hear from you!

What you’ll do:

• Business owner of the Call Centre; includes creating software and call routing solutions and looking for areas of improvement in the existing Customer Experience technology. Share best practices with other Call Centers within Home Hardware.

• Provide leadership, motivation and coaching to develop team members and ensure top notch Home Hardware customer service solutions and operational excellence.

• Manage the internal Omni-Channel Customer Experience & Operations team which includes a focus on eCommerce and Store Experience. Ensure QA is performed on agents and provide feedback in a timely manner in conjunction with Assistant Managers and Supervisors.

• Manage outsourced fraud prevention tools and internal teams to keep chargebacks below industry standard. Act as an escalation point of contact for incoming customer, dealer, and internal inquiries, and provide solutions and direction to address issues in a timely manner.

• Manage and optimize the Omni-Channel customer journey in partnership with the eCommerce Product Team to implement customer facing tools and analytics such as online support chat and survey solutions. Develop KPI metrics, service dashboards, surveys, and executive summaries for reporting.

• Manage operational budgets to support the eCommerce and Operational vision and growth, to ensure continued success of new and existing programs.

• Oversees critical areas within eCommerce Operations, such as programs related to reverse logistics, outbound transportation to support Ship to Home growth, as well as other new programs as required.

• Develop an operational plan to reduce outbound and inbound operating costs and return logistics handling costs; develop SOPs, correction of errors, training for Dealers, and policies related to eCommerce.

• Identify, assess, and troubleshoot issues related to the eCommerce customer journey from various sources and determine the best courses of action for resolution. Implementing continuous improvement processes that optimize operational costs while enhancing customer experience.

What we’re looking for:

• Diploma in Business, Marketing, or eCommerce with 5-10 years of experience.

• Knowledge of general eCommerce processes and systems, order management and Warehouse Management Systems, and customer services software and best practices.

• Thorough understanding of entire customer experience (CX) eCommerce order flow, from processing through to fulfillment / transportation / receipt and customer service, as well as reverse logistics.

• Previous experience in managing an eCommerce call center and operations.

• Retail experience in an eCommerce environment.

• Excellent communication skills, both written and verbal.

• Strong organizational, interpersonal and time management skills.

• Knowledge of CRM solutions such as MS Dynamics an asset.

• Logistical eCommerce operations best practices and principles for both verbal and online interaction with customers.

• Ability to work collaboratively, cross-functionally, and individually with minimal supervision.

• Proficient computer skills including Microsoft Office applications: Word, Excel, PowerPoint, and Outlook. Familiar with Discoverer, Google Analytics or GA360 a definite asset.

• Demonstrated ability to prioritize work and manage multiple projects with strong problem-solving skills and a focus on achieving results.

• Ability to travel and work additional hours as required to fulfill the responsibilities of the position.

• Ability to travel to Dealer stores and Distribution Centre’s (approx. 10-25% travel).

Home Hardware recognizes the value of a diverse team. We believe that different perspectives, backgrounds, and experiences make us stronger as an organization. Applicants representing the full diversity of communities in Canada are encouraged to apply with confidence. Please let us know if you require accommodation during the recruitment process.

We thank all applicants for their interest, however only those applicants selected for an interview will be contacted.

#HP