Roots is more than just an/the iconic Canadian retailer, we are a group of passionate employees who act with integrity, trust each other and do what is right. We work in a space where people can grow and develop, with a team of people who own results and are dedicated to seeing Roots win. We seek to build longstanding relationships with partners who share our commitment to maintaining high ethical standards of operation.
Roots is seeking a Manager, Omnichannel Customer Experience who will use data, technology, and collaboration to build best-in-class omnichannel customer experiences. Reporting to the Director, Omnichannel Customer Experience, the core goal of the Manager will be to act as a subject matter expert in assigned areas of focus including digital order fulfilment, online payment processing, and special projects; and continuously analyze data to identify trends that can improve customer experience and Roots cost efficiency in these and adjacent areas. In addition, in close collaboration with other internal Roots teams, this role will also drive exploration and development of new tools and services. To support these programs, the Manager will be the business-side point person for technology and process supporting their area of focus.
Fundamental to success will be using data-driven insights to drive action, as well as a consistent focus on customer experience when developing strategies and operational roadmaps. The ideal candidate will be someone who thrives in ambiguity and is energized by creating structure and processes from scratch and possesses strong communication and collaboration skills. A strong understanding of the technology development process is also a must.
This role is open to candidates across Canada. If not located in Toronto, travel would occur on a quarterly basis.
The Manager, Omnichannel Customer Experience for Roots will be responsible for the following:
Strategy Development and Implementation (70%)
Support of Omnichannel Fulfillment operations (30%)
Top candidates for the Manager, Omnichannel Customer Experience role will have the following:
Founded in 1973, Roots Canada is a publicly held Canadian lifestyle brand that sells apparel, leather bags, small leather goods, footwear and active athletic wear with over 100 retail stores in North America and Asia.