Omnichannel Operations Specialist - 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

Nature & Scope → Your Role at Roots

As theOperationsSpecialist, Omnichannelyouare responsible forsupporting the execution of our customer experience strategy that is based on the culture of the Roots brand. Your goal is to ensure our customers receive a convenient,consistentand brand right experience while interacting with Roots through the channels of their choice. You will support thisobjectiveby tracking and reporting on our KPIs and working closely with cross functional partners to continually improve these metrics through enhanced training,technologyand processes.

The core goal of the Operations Specialist is to support the execution and continuous improvement of omnichannel operations, including digital order fulfillment, payments, gift cards, store support, customer reviews, and special projects. The role will analyze operational data,identifytrends, and provide recommendations that support customer experience and operational efficiency.

Key Responsibilities → How You’ll Make an Impact

E-commerce Operations & Process Optimization

• Facilitatethe implementation and testing of new features and capabilities designed to enhance customer experience and operational efficiency.
• Investigate and support resolution of internal and external customer issues, escalating complex matters asrequired.
• Supportday-to-day e-commerce operations, including reporting, dashboards, store opening/closing updates, and follow-ups.
• Continuously update training materials andoptimizeprocesses to improve customer satisfaction, reduce call volume, and lower resolution costs.
• Identifyand resolve areas of customer friction on the website and in-store processes to enhance overall experience.
• Overseeapp updates for theNewStoreapplication, ensuringtimelyreleases and support for IT and store teams.
• Coordinategift card operations by monitoring trends,identifyingopportunities for improvement, andassistingwith implementation of approved solutions.
• Administerpayment operations by monitoring service levels, tracking performance metrics, and coordinating with internal stakeholders and external vendors.
• Support IT development projects by coordinating documentation, recording meeting minutes, and conducting follow-ups as needed.
• Monitor order management flows(ship to customer, ship from store, BOPIS, Endless Aisle)and investigate operational issues, partnering with relevant teams to support resolution.
• Coordinateomnichannel order management operations with third-partylogistics(3PL) partners, ensuring efficient fulfillment, operational excellence, and continuous process improvement.

Omnichannel Strategy & Data Analysis

• Partner with merchandising, retail, and customer service teams to align online and offline strategies, ensuring a seamless customer journey.
• Work with the Customer Service team to execute Friends & Family promotions, document event performance, and present key results.
• Analyze US & International e-commerce sales, conversion rates, and customer shopping trendstoprovide recommendations to support businessobjectives.
• Prepare trend reports and share insights with business stakeholders to support decision-making.

Customer Experience Enhancement

• Facilitate management of employee discounts, tracking changes across Retail Ops, Leather Factory, and DC, and reporting on potential mismanagement.
• Support BazaarVoice backend maintenance, working closely with Customer Service to track goals, new initiatives, and monthly performance metrics.
• Partner with Retail Operations and Training teams to develop in-store initiatives that differentiate the brand and increase revenue per visit.
• Assist in the evaluation, training, and adoption of technology to better understand customer preferences and shopping behaviors.

Qualifications & Experience → The Skills You Bring

• Bachelor's Degree or Diploma, preferably in Business, Marketing, or a related field.
• 3-5+years ofexperience in omni-channel retail, e-commerce operations, or retail systems support (or related field).
• Strong understanding of omnichannel strategies, e-commerce, and retail operations.
• Proficiencyin project management tools and methodologies.
• Experience with CRM, digital marketing, and e-commerce platforms is a plus.
• Excellent communication and collaboration skills.
• Strong problem-solving and analytical abilities.
• Demonstrated sense of urgency with strong negotiation, conflict resolution, and stakeholder management skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.