Manager, Ecommerce - Retail - Four Seasons Corporate Office Toronto

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.         

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.

Manager, Ecommerce - Retail

Working in the dynamic environment of Four Seasons global headquarters, the Retail Ecommerce Manager will be an integral member of the world-class team that drives the strategic vision for the growing Four Seasons retail business. Reporting to the Director, Global Ecommerce, the Retail Ecommerce Manager will be responsible for executing e-commerce strategies, optimizing the online storefront, and driving sales growth. This role requires a blend of a business mind-set, analytical skills, and technical expertise to create a seamless and engaging shopping experience. 

Primary responsibility will be the end-to-end ecommerce journey for shop.fourseasons.com (and future international expansion), the on-site experience, conversion, and optimizations driven by analysis of insights and data.

This individual is a seasoned ecommerce professional that will drive performance and management of the ecommerce journey and platform, including but not limited to: Business oversight, KPI management, website management/optimizations, user experience, partner oversight and customer experience. 

They demonstrate expertise in managing an ecommerce business to achieve sales targets and growth objectives, while having a deep subject matter expertise in front-end user experience and ability to oversee back-end developers. Knowledge of Shopify platform capabilities is key. They will own and be responsible for developing, implementing, and continually re-iterating the digital product roadmap, driving key KPI’s and goals.  They will be responsible for the day-to-day management of the ecommerce website, including product listings, pricing, promotions, and content updates.

They are results-driven and well-versed in SEO, retail market sales, accountable for web analytics, ecommerce KPIs, supporting the P&L and budget. They are business minded and can manage external relationships with our operations partners, with oversight of customer service and operations of the overall ecommerce business.

As part of this role, they will also manage external stakeholders, most notably our operations partner, overseeing web developers, customer service and operations. They will also work in close collaboration with key internal stakeholders such as but not limited to, Digital Product Owners, Product Design, Guest & Insights, IST, Finance and Operations. 

What You’ll Be Doing:

Business Management

• Support ecommerce P&L, budget, forecasting and planning.
• Operationalize new business developments.
• Manage external operations partner and agency relationship.
• Oversight of partner operations (customer service, logistics)
• Contribute to Monthly, Quarterly reporting and Stakeholder management meetings.

Digital Product Management

• Prioritize customer experience.
• Responsible for seamless retail ecommerce experience with ownership of front-end user experience, SEO and oversight of back-end developers.
• Health across all phases of the Retail customer on-site journey
• Create, manage, and maintain Retail digital product roadmaps.
• Implement A/B tests.

Performance Management

• Work with operations partner and data analytics team to track results and manage retail ecommerce KPI & measurement framework.
• Utilize website analytics to develop customer insights, optimize customer experience, and improve conversion rates, revenue per visit, and customer retention. Optimize web merchandising to increase AOV, cross-sell, and up-sell.
• Conduct web performance reviews with operations partner
• Analyze consumer behavior based on product usage.
• Identify forward looking consumer behavior trends.

Innovation

• Think to the future and generate leading ideas.
• Platform innovations and new features

What You Bring:

• College or University degree, preferably a bachelor’s degree in business, e-commerce, or a related field. MBA an asset.
• Minimum 5 years of ecommerce experience
• Strong understanding of commerce business management
• Strong understanding of KPIs, forecasting and reporting
• Strong understanding of front-end, back-end, and middleware software development on web, mobile app, and other platforms
• Strong understanding of User experience and Digital Product Design
• Progressive advancement and high performance
• Proven ability to manage overarching ecommerce business.
• Proven track record in ecommerce, user experience and web analytics
• Experience working closely with IT, developers, designers and analytics.
• Experience and successful track record managing technical, business, and marketing stakeholders across large organizations and leading change management.
• User experience knowledge, certification a plus
• Experience managing ecommerce business and supporting P&L and KPIs
• Proficiency with Shopify ecommerce platform
• Knowledge in working with Adobe Analytics, Google Analytics
• Familiar with accessibility and privacy laws (ADA, AODA, WCAG, GDPR, CASL, CCPA, PIPL, PCI)
• Knowledge of marketing practices

Key Skills/Who You Are:

• Business Management: Results oriented, overseeing online sales operations and KPIs.
• Website Management: Proven track record of driving and launching ecommerce sites and consumer-facing digital products and services from ideation through to implementation.
• Customer Experience: Ensure an excellent online customer experience, from start to finish of a customer’s journey, ensuring a seamless shopping experience.
• Customer Service: Working alongside our operations partner to ensure great customer service when buying online. Optimizing efficiencies and making sure the customer voice and feedback is used to optimize the site experience.
• Data Analysis: Monitor and analyze key performance metrics to interpret data into insights and translate into actionable optimizations.
• Communications: Develops strong relationships across all functions and management levels, garnering continuous collaboration, iteration, input, and buy-in from others.  Deliver clear and concise presentations.
• Proactive Self-Starter: delivers results while managing multiple priorities with lean resources in a dynamic and ever-changing environment; resilient and can operate autonomously.

This role will be a Hybrid working model, which will require 3 days per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario #LI-Hybrid

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.