Senior Manager, Fulfillment & Operations – Joe Fresh E-commerce

Loblaw Digital; Toronto; On-site; CAD 100,000 - 132,000; Full time

Job summary

Loblaw Digital is expanding its Joe Fresh E-commerce fulfillment capabilities from its Downtown Toronto base. The role focuses on building a scalable fulfillment operation that balances speed, cost, and customer experience across ship-from-store, BOPIS, and marketplaces.

You will lead cross-functional teams across Store Ops, Product, Technology, and Supply Chain, driving data-informed improvements and team development in a fast-moving, high-impact environment.

Qualifications

• Extensive knowledge of e-commerce fulfillment and omnichannel operations.
• Ability to diagnose operational issues using data and KPI dashboards.
• Experience balancing customer experience, cost, and complexity in large networks.

Responsibilities

• Own end-to-end e-commerce fulfillment strategy across ship-from-store, BOPIS, and marketplaces.
• Lead network performance, onboarding, capacity planning, and readiness for growth.
• Manage fulfillment KPIs: speed, accuracy, cost, and customer satisfaction.
• Oversee partnerships with tech and logistics providers to optimize systems.

Skills

E-commerce fulfillment

Data-driven

Cross-functional leadership

Continuous improvement

People leadership

Strategic thinking

Tools

Order Management Systems

Inventory management

Order routing tech

Job description

At Loblaw Digital, we know that our customers expect the best from us. Whether that means building the best, most innovative online shopping experience, or designing an app that will impact the lives of people across the country, we’re up for the challenge. From our office in Downtown Toronto, we’ve created leading eCommerce experiences in the online grocery shopping, beauty, pharmacy, and apparel spaces, and we’re only just getting started.

Why is this role important?

At Loblaw Digital, we know our customers expect the best from us. Whether that means building innovative online shopping experiences or finding new ways to get customers what they want, when and where they want it, we’re up for the challenge. We’ve created leading e-commerce experiences across grocery, beauty, pharmacy, and apparel—and we’re only just getting started.

Why is this role important?

Joe Fresh E-commerce is entering its next phase of growth, and fulfillment is critical to our success. Our store network creates an opportunity to deliver greater selection and convenience while building a fulfillment model that is fast, reliable, and cost effective.

The Impact You’ll Make

You will build a scalable fulfillment operation that supports Joe Fresh E-commerce growth while balancing customer experience, speed, cost, and operational efficiency. Working across Store Operations, Allocations, Finance, Product, Technology, Supply Chain, and logistics partners, you will optimize the fulfillment network, strengthen store execution, and advance the capabilities required to support future growth.

What You’ll Do

• Own and evolve the end-to-end e-commerce fulfillment strategy across ship-from-store, BOPIS, marketplaces, and future fulfillment channels, balancing customer experience, speed, cost, and scale.
• Lead network performance, including store onboarding, capacity planning, productivity, fulfillment speed, and readiness for growth and key commercial events.
• Use data to optimize inventory positioning, order routing, split shipments, transit times, and cost per order.
• Lead the business relationship with technology partners, influencing enhancements to order routing, inventory visibility, fulfillment logic, and system performance.
• Oversee carrier and logistics partner performance, ensuring service levels, capacity, cost, and delivery performance support business and customer expectations.
• Establish and manage fulfillment KPIs across fulfillment speed, store productivity, on-time shipping, cancellations, split shipments, cost per order, and customer satisfaction.
• Lead fulfillment financial planning and performance management, including budgets, forecasting, shipping costs, and cost-efficiency opportunities.
• Partner with Store Operations to establish clear processes, communications, SOPs, training, and performance expectations that enable consistent execution.
• Lead operational readiness for key business events, including online exclusives, promotions, peak periods, and new assortment or channel initiatives.
• Partner with Product and Technology to prioritize new capabilities, automation, and tools that improve fulfillment performance and scalability.
• Build strong cross-functional relationships and influence teams toward shared fulfillment, customer, and business objectives.
• Lead, coach, and develop a high-performing team with clear accountabilities and strong operational and analytical capabilities.

What You Bring

• An E-commerce Fulfillment Expert: You have strong knowledge of e-commerce and omnichannel fulfillment, including ship-from-store, BOPIS, order management, inventory availability, order routing, last-mile delivery, and store-based fulfillment.
• A Data-Driven Operator: You use data to diagnose operational issues, identify root causes, establish KPIs, and improve service, productivity, and cost.
• A Commercially Minded Operations Leader: You understand fulfillment economics and can balance customer experience, cost, and operational complexity. You are comfortable managing budgets, forecasts, and business cases.
• A Continuous Improvement Leader: You simplify complex operational problems and develop scalable solutions, using technology and automation to improve productivity and ways of working.
• A Strong Cross-Functional Partner: You build trusted relationships, influence without direct authority, and bring teams together to solve complex problems.
• A People Leader: You develop high-performing teams through clear direction, coaching, and accountability.
• A Calm and Accountable Operator: You use sound judgment, take ownership, and make effective decisions in a fast-moving operational environment.

Ideal Experience

• 7+ years of progressive experience in e-commerce fulfillment, omnichannel operations, retail operations, logistics, supply chain, or a related field.
• Strong understanding of end-to-end e-commerce fulfillment, including ship-from-store, BOPIS, inventory allocation, order management, and last-mile delivery.
• Demonstrated experience using operational data and KPIs to identify opportunities and deliver measurable improvements.
• Experience with Order Management Systems (OMS), inventory management, order-routing technologies, or e-commerce fulfillment platforms.
• Strong financial acumen with experience managing budgets, forecasts, fulfillment costs, and operational business cases.
• Proven experience leading complex cross-functional initiatives across Operations, Product, Technology, Supply Chain, Finance, or related teams.
• Experience leading and developing direct reports through coaching, performance management, and capability development.
• Strong communication, stakeholder management, and problem-solving skills.

How You’ll Succeed

At Loblaw Digital, we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections.

We’re able to keep innovating because our colleagues are passionate about their work and excited about the future of eCommerce.

If you have big ideas, undeniable enthusiasm, and thrive in a collaborative, creative, and diverse group, we’ll get along just fine.

Looking for a challenge? Good. Love an innovative work environment? Even better.

Employment Type

Full time

Type Of Role

Regular

Loblaw Digital recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

Hiring Range / Échelle Salariale à L’embauche

$100,000.00 - $132,000.00 / 100.000,00$ - 132.000,00$ (per year / par an)

A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.