Senior Manager, SDM eCommerce Fulfillment & Operations

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?

The SDM eCommerce is the team responsible for building and operating the online business of Canada’s largest and most successful retail pharmacy and beauty network.   Based in downtown Toronto, we are an entrepreneurial, fast-paced, and collaborative team working towards transforming the way Canadians shop.  To achieve this goal, we are looking for talented and passionate individuals who want to solve challenging problems and make significant and lasting impact on Canadians.

We are looking for a talented and experienced individual responsible for growing our in-store fulfillment business including “Buy Online, Pick-up In Store (BOPIS)” and store-based delivery.  This role will contribute to the omnichannel strategy and execution.  They will work closely with the internal stakeholders (Store Operations, Process Improvement, Analysts, Product Managers, Customer Support, District Managers and Merchandising teams) to continuously identify areas for improvement and drive operational excellence. 

Note that this is currently an individual contributor role, with the potential to expand the size of the team based on program expansion.

What You'll Do:

• Work closely with the Store Operations and Field Operations (VPs / DMs) teams to expand our BOPIS network and ensure customer experience is best-in-class

• Drive all operational performance metrics (e.g. fill rates, labour costs, order readiness, etc.)

• Develop a pipeline of hypothesis driven process improvement pilots using both quantitative and qualitative data

• Create a strong working cadence with the internal stakeholders to implement continuous improvement initiatives through rapid piloting

• Own the creation, accessibility and maintenance of SOPs and store communications

• Work with the necessary stakeholders to ensure proper change control practices are implemented

• Create and iterate process designs for new business opportunities using agile methodologies

• Proactively identify opportunities and push innovative thinking on how we enhance customer experience from order checkout to pick up

• Collaborate with Product Managers on creating proof of concept tech solutions

• Act as the voice of our customer when contributing to the product roadmap

• Conduct quarterly competitive analyses to identify industry standards and benchmarks

• Support with building of business cases on the future strategy of fulfillment, including leveraging data, insights and research to support

Does this sound like you?

• 7+ years of operational experience in eCommerce or omnichannel

• 2+ years supervisory/management experience

• Strong knowledge in industrial engineering or process improvement concepts and supporting methodologies

• Effective and succinct communicator with ability to direct process improvement teams

• Experience in project and/or program management

• Proficient in Excel and PowerPoint

• Strong interpersonal skills, including developing relationships with internal and external partners

• Good understanding of usability of data and how to analyse and generate meaningful assumptions from large data extracts

• Strong deductive and analytical skills for root cause analysis

• Demonstrated ability to work autonomously in a highly demanding and ambiguous environment

• Strong sense of urgency to resolve customer and store issues and an impeccable ability to prioritize

• Occasional travel to stores

• This is a hybrid role with the expectation of in office attendance 4 days per week

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.

Apply today.

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Type of Role:

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.

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