Director, E-Commerce and Customer Care

The Director, E-commerce and Customer Care Care leads the ongoing innovation and advancement of our e-commerce site, driving seamless omnichannel engagement, browsing and shopping experiences for our community of book lovers and gift givers.

MISSION

To direct and advance data driven growth strategies to optimize brand connection, discovery, conversion and site performance ensuring our digital storefront consistently reflects our commitment to inspiring reading and joyful gifting for booklovers —all while fostering strong employee engagement.

key performance metrics

Output Metrics

• Net Promoter Score
• E-com sales – direct and EPU
• E-com contribution
• Employee Engagement

Input Metrics

• Traffic, conversion rate and average order value
• Units per transaction, attach rate, and EPU
• Site speed
• Cart abandonment
• Dwell time
• Traffic originating mix: owned, organic, referral and AI-referred sources

key relationships

• Leads : Ecommerce team, Customer Care team
• Interfaces with: Digital Product, Visual Merchandising, Merchants, Marketing, Studio, UX Design, IT, Finance
• Maintains relationships externally with peer network, Booknet Canada, RCC

key responsibilities

• Develop and lead the execution of the eCommerce site experience in support of overall business growth and revenue targets;
• Execute site merchandising, seasonal strategies, and content to support the product and marketing strategies
• Own customer experience from browse to fulfillment
• Establish and monitor merchandising tenets and best practices
• Establish new arrivals calendar and merchandising cadence
• Establish and monitoring cross-category content, campaign, and homepage tenets and best practices
• Optimize the conversion funnel to drive incremental product page views, customer count and average order value
• Evaluate and solve customer disptempers with CC team
• Define, develop, and implement a comprehensive SEO strategy with insight and input from relevant cross-functional stakeholders
• Establish quarterly channel forecasts and budget recommendations, with speed and ownership to adjust tactics and strategies quickly based on learnings and opportunities
• Manage an experimentation roadmap to optimize performance, including A/B creative tests, incrementality tests, and spend scaling tests
• Embrace and seek out technology that creates solutions for identified customer friction points
• Accountable for the overall engagement, productivity, turnover and bench strength of the team

Qualifications

• The Director of E-commerce should have a passion for the Indigo business
• Hold a relevant degree from a recognized university, with a strong record of academic achievement.
• Deeply knowledgeable about e-commerce (history and trends)
• Minimum of five years of experience leading a high-performing e-commerce business.
• Demonstrated ability to deliver outstanding results, be a strong strategic and creative thinker, and have demonstrated the ability to build and motivate a team
• Demonstrates strong communication skills.
• The ability to clearly communicate concepts, goals and outcomes through written, visual and verbal formats, supported by strong systems-thinking skills.
• The ability to collaborate seamlessly across departments and functions.

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