Omnichannel Operations Lead for E‑commerce

Colonial Group; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

Roots is seeking an Operations Specialist, Omnichannel, to support the execution of our customer experience strategy across channels. You will track KPIs and work closely with cross-functional partners to continually improve these metrics through training, technology, and processes.

The role covers omnichannel operations, including digital order fulfillment, payments, gift cards, store support, customer reviews, and special projects.

Qualifications

• Bachelor's Degree or Diploma in business, marketing, or related field.
• 3–5+ years in omni-channel retail or ecommerce operations.
• Strong understanding of omnichannel strategies and retail operations.

Responsibilities

• Facilitate implementation and testing of new features to enhance customer experience and efficiency.
• Investigate and resolve internal and external customer issues, escalating complex matters as needed.
• Support day-to-day ecommerce operations, including reporting, dashboards, and store updates.
• Update training materials and optimize processes to improve customer satisfaction and reduce costs.
• Identify and resolve areas of customer friction on website and in-store processes.
• Oversee app updates for the NewStore application and coordinate with IT/store teams.
• Coordinate gift card operations by monitoring trends and implementing improvements.
• Administer payment operations by monitoring service levels and coordinating with stakeholders and vendors.
• Support IT development projects by coordinating documentation and follow-ups.
• Monitor order management flows and investigate issues with cross-functional teams.
• Coordinate omnichannel order management with 3PL partners for efficient fulfillment.

Skills

Omnichannel retail

E-commerce operations

Project management

CRM platforms

Data analysis

Communication

Stakeholder management

Problem solving

Education

Bachelor's Degree or Diploma in Business/Marketing

Tools

CRM platforms

E-commerce platforms

Reporting dashboards

Project management tools

Job description

Roots is seeking an Operations Specialist, Omnichannel, to support the execution of our customer experience strategy across channels. You will track KPIs and work closely with cross-functional partners to continually improve these metrics through training, technology, and processes.

The role covers omnichannel operations, including digital order fulfillment, payments, gift cards, store support, customer reviews, and special projects.