Manager, Digital Experience Optimization - E-Commerce

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?

As Manager, Digital Experience Optimization, you will be responsible for two key pillars that impact the customer experience on PC Express: Customer Insights & Analytics and Product driven customer solutions. The overall goal of the role is to continue the elevation of PC Express as Canada’s favourite online grocery platform. You will provide analytics and insight that optimize the customer journey and inform the strategy to deliver meaningful customer experiences. You will also act as a key stakeholder for personalization and product driven initiatives that impact PC Express & influence cross functional groups to achieve desired outcomes.

What You’ll Do:

• Act as a key cross functional stakeholder for product initiatives across LD, support the Sr Manager as a lead on key initiatives. Work with PC Express product teams to strategize and prioritize enhancements to optimize the digital experience onsite and in app with the goal of increasing conversion and driving revenue.
• Test personalization strategies in the customer journey, including working with Loblaw Media on ad personalization strategy
• Optimize the existing customer experience on PC Express through the following journey points: navigation, product led growth, media integration
• Develop and maintain a holistic view with KPI’s of the customer journey on all platforms
• Own analytic dashboards and global reporting for the Online Shopping Experience team
• Alongside the customer research team, analyze qualitative data to inform decision making
• Act as key stakeholder for Loblaw Media, Omni-Channel, Personalization, Product and Growth teams, helping to guide the overall strategy for experiences onsite
• Manage Sr. Analyst, Digital Experience Optimization, providing coaching, mentorship, and guidance. Direct report will be responsible for maintaining and enhancing team analytics dashboards and creating custom views.

Does this Sound Like You?

• Bachelor’s degree (BA, BCom, or similar)
• 3-5 years of experience in eCommerce merchandising or product development
• You can identify and anticipate problems as it relates to the online shopping experience; you can creatively solution for problems independently
• You’re able to thrive with ambiguity and a high degree of proactive “hands-on” thinking and acting
• You have a curious mindset, are willing to work beyond laid boundaries and have a high ownership to drive things end to end.
• You have the ability to influence, motivate and enable your own team and cross-functional teams
• You identify and execute on opportunities to collaborate with your own team, cross-functional teams and external stakeholders
• You can regularly present in team meetings and can influence stakeholders using data and storytelling for online shopping experience strategy
• You have strong analytical skills and ability to independently deal with relevant tools (MS office, looker, etc.).

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.