Program Manager, Consumer E-commerce

: 1224101

• *Who we are**

As the Working and Learning Company, we at Staples Canada, are dynamic, inspiring partners to our customers and the communities in which we live. At Staples, we inspire people to work smarter, learn more and grow every day. We look for people who are curious, approachable, and passionate, and who enjoy finding solutions.

If that’s you, let’s work, learn, and grow together.

• *We are building an inclusive and diverse team**

Staples Canada is creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.

• *Some of what you will do**

As Staples.ca continues to evolve to become the primary hub for consumer engagement - the Program Manager, Staples.ca - will act as a cross-functional lead, to ensure newly defined and existing inter-connected projects / initiatives are executed successfully. This role will focus on ensuring projects compliment and build off one another to achieve corporate long-term business objectives. Success in this role will rely on balancing short & long-term thinking and successfully prioritizing strategic benefits with organizational growth - all while ensuring Staples.ca is providing the best customer experience possible.

• *Specifically, You Will**
• Be the voice of the Staples.ca customer - own customer touchpoint strategy for Staples.ca and understand how to best integrate other Staples websites.
• Act as the liaison for cross-functional teams, but also drive strategy and process where needed.
• Work with the digital and store teams to advance the omnichannel customer experience and the development of their roles in driving customer engagement
• Collaborate with merchandising and marketing online - but also working with teams to provide direction and the best approach based on defined business objectives and key insights.
• Work cross functionality with internal stakeholders throughout the various phases of customer touchpoint campaigns to ensure a smooth execution
• Tracks effectiveness of customer touchpoint campaigns against targets - identifies strengths and weakness, while delivering post-mortem analysis to appropriate internal stakeholders
• Act as a thought leader for the digital team - continually improves online promotional experience and execution by utilizing website enhancements, customer feedback/reviews, sales data, site metrics and other sources
• Develops strong understanding of internal merchandising and web systems to understand how to eliminate friction points within processes
• Works closely with supply chain and logistics functions to gain an understanding of the forecasted lift associated to promotions and ensure proper inventory levels and placement prior to launch
• Analysis of website engagement identifying opportunities to optimize experience
• Consults on product taxonomy - working with SEO, search, analytics, content and merchandising to ensure consistent execution and optimal customer experience
• Supports merchandising strategy and maximizes sales potential by utilizing website merchandising tools to drive SKU attach - including but not exclusive to; Cross Sells, Upsells, Substitutes, Extended Warranties
• Assists with special projects as required
• *Some of what you need**
• Advanced knowledge of eCommerce strategy, technology, and functionality
• Data driven, comfortable with web analytics, critical thinking, and feasibility modeling
• Proactive and self-motivated work style with proven ability to support multiple projects in a dynamic environment
• Strong and effective communication (both written & oral) and interpersonal skills
• Knowledge of program management software including Confluence and Jira
• Results Focused
• Strong computer skills and an ability to learn new software / processes is critical
• Working knowledge of MS Office and familiarity with databases/ cloud systems
• Ability to handle multiple projects and tasks, problem solving and managing to deliverable dates
• Minimum 5 years of experience within a digitally focused organization / department
• Experience with developing strategy and ability to inspire and influence
• Prior experience with eCommerce, Digital Marketing, Digital Consulting, UX / Design Thinking, & Program Management an asset
• Track record of leading customer touchpoint campaigns including launching new digital communication programs at scale
• Post secondary degree with a focus in business, marketing, or eCommerce
• *Additional information**
• Office environment (Currently Remote)
• Periodic travel may be required
• *Vaccine Requirement**

Staples is committed to taking every reasonable precaution to protect our associates, our customers, and the communities we operate