Director, E-Commerce and Customer Care

Indigobooksmusic; Toronto; On-site; CAD 140,000 - 190,000; Full time

Job summary

Indigo, a Canadian books and gifts retailer, is seeking a Director of E-commerce and Customer Care who will lead the ongoing innovation of our digital storefront and omnichannel experiences for a community of readers. The role demands a data-driven approach to growth and a passion for inspiring reading and joyful gifting.

You will partner with Digital Product, Marketing, IT, UX, and Finance to evolve site performance, merchandising cadence, and SEO while guiding a high-performing team.

Qualifications

• Hold a relevant degree from a recognized university.
• Deep knowledge of e-commerce history and trends.
• Minimum of five years leading a high-performing e-commerce business.
• Strong strategic, creative thinking and ability to motivate a team.

Responsibilities

• Develop and lead the execution of the eCommerce site experience to drive growth.
• Own site merchandising, seasonal strategies, and content aligned with product and marketing.
• Oversee customer experience from browse to fulfillment and optimize conversion.
• Establish homepage and cross-category content and merchandising cadence.
• Set channel forecasts and budget recommendations with agile adjustments.
• Manage experimentation roadmap including A/B tests and spend scaling.

Skills

E-commerce leadership

Strategic thinking

Team leadership

Communication skills

Creativity

Education

Bachelor's degree

Job description

The Director, E-commerce and Customer Care Care leads the ongoing innovation and advancement of our e-commerce site, driving seamless omnichannel engagement, browsing and shopping experiences for our community of book lovers and gift givers.

MISSION

To direct and advance data-driven growth strategies to optimize brand connection, discovery, conversion, and site performance, ensuring our digital storefront consistently reflects our commitment to Inspiring reading and joyful gifting for booklovers.

KEY PERFORMANCE METRICS

Output Metrics

• Net Promoter Score
• E-com sales - direct and EPU
• E-com contribution
• Employee Engagement

Input Metrics

• Traffic, conversion rate and average order value
• Units per transaction, attach rate, and EPU
• Site speed
• Cart abandonment
• Dwell time
• Traffic originating mix: owned, organic, referral and AI-referred sources

KEY RELATIONSHIPS

• Leads: Ecommerce team, Customer Care team
• Interfaces with: Digital Product, Visual Merchandising, Merchants, Marketing, Studio, UX Design, IT, Finance
• Maintains relationships externally with peer network, Booknet Canada, RCC

KEY ACCOUNTABILITIES

• Develop and lead the execution of the eCommerce site experience in support of overall business growth and revenue targets;
• Execute site merchandising, seasonal strategies, and content to support the product and marketing strategies
• Own customer experience from browse to fulfillment Establish and monitor merchandising tenets and best practices
• Establish new arrivals calendar and merchandising cadence
• Establish and monitoring cross-category content, campaign, and homepage tenets and best practices
• Optimize the conversion funnel to drive incremental product page views, customer count and average order valueEvaluate and solve customer disptempers with CC team
• Define, develop, and implement a comprehensive SEO strategy with insight and input from relevant cross-functional stakeholders
• Establish quarterly channel forecasts and budget recommendations, with speed and ownership to adjust tactics and strategies quickly based on learnings and opportunities
• Manage an experimentation roadmap to optimize performance, including A/B creative tests, incrementality tests, and spend scaling tests
• Embrace and seek out technology that creates solutions for identified customer friction points
• Accountable for the overall engagement, productivity, turnover and bench strength of the team

The Director of E-commerce should have a passion for the Indigo business

Hold a relevant degree from a recognized university, with a strong record of academic achievement.

Deeply knowledgeable about e-commerce (history and trends)

Minimum of five years of experience leading a high-performing e-commerce business.

Demonstrated ability to deliver outstanding results, be a strong strategic and creative thinker, and have demonstrated the ability to build and motivate a team

Demonstrates strong communication skills.

Indigo uses artificial intelligence (AI) tools to assist with certain aspects of the hiring process, such as screening and assessments. These tools support our team but do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination.

At Indigo, Diversity, Equity, Inclusion, and Accessibility are core to our values. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Colour), members of the 2SLGBTQIA+ community, and persons with disabilities. If you require an accommodation during the recruitment process, please contact Human Resources at [e-mail].

We respect your privacy throughout the recruitment process. Our Candidate Privacy Notice explains how we collect, use, and protect your personal information when you apply for a role with Indigo, and the choices available to you.

This posting is for a current opportunity within Indigo.