Director Digital Experience


Toronto, ON
Canada

Category
Industry
Retail
Experience Required
Yes
Degree Required
Yes
Employment Type
Employee
Work Schedule
Full-Time
Job Description
As the Director, Digital Experience, you will drive the end-to-end productivity of the digital customer experience through successful implementation of strategic initiatives and continuous improvement of the online operations.

Drive consumer experience excellence through site optimization
Elaborate and implement strategic operational initiatives
Establish, report and provide strategic insight on KPI’s for online and mobile
Support Indigo goals by executing on short to mid-term departmental goals (1 year)
Maintain a high level of strategic foresight by identifying customer and business needs, and adjusting departmental and team objectives accordingly
Support Indigo goals by executing on short to mid-term departmental goals (1 year)
Maintain a high level of strategic foresight by identifying customer and business needs, and adjusting departmental and team objectives accordingly
Monitor customer journey across digital channels to surface opportunities to improve customer satisfaction, sales and engagement with our brand
Responsibility for implementing fixes for “dissatisfiers” in core operational areas: IT, Customer Service, Supply Chain
Seek and address profit improvement opportunities – at a product, basket, and total Online perspective
Partner with EVP Online in developing new business and strategic partnerships to maximize growth consistent with the Corporate Strategy
Participate with EVP Online and other key functions (IT, Business Development, Supply Chain, User Experience, Marketing) in identifying and developing strategic initiatives that would improve overall productivity
Drive a best-in-class Customer Service experience for the Indigo customer, including integration of Indigo’s values in the 3rd party Call Centre
Identify KPI’s for core operational areas, measure and report against them with recommendations to the group for improvements
Ensure the execution of team deliverables and adapt team priorities based on changing needs
Set/adhere to team budgets, as applicable
Act as an advocate for the customer by placing them at the forefront of all design and decision-making processes
Embrace and seek out technology that creates high tech and high touch solutions for Indigo’s customers
Proactively identify and anticipate customer expectations and needs
Job Requirements
Qualifications

WHO YOU ARE:

Masters (preferred) or Bachelor’s degree from a quality university in Business or a related discipline
10+ years of progressive experience in top tier organizations in roles that required analytical and strategic savvy in a digital environment
Relentless appetite to grow a business
Digitally savvy
Working knowledge of multi-variant testing in online experiences
Capacity to see things at both a strategic and operational level is required
Self-starter with an ability to work at the highest levels with little supervision
Demonstrated ability to develop effective and collaborative relationships across the organization in pursuit of corporate goals
Ability to create partnerships and influence outcomes, utilizing effective communication skills and change management practices
Commercially oriented, data-driven decision-maker with deep analytic skills, sound judgement, creativity and a proactive approach to identifying and assessing opportunities

Additional Information

Indigo Books & Music is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources if you require accommodation. We will work with all applicants to accommodate their individual accessibility needs.