HarperCollins Publishers

  • Sr. Manager, Customer Experience

    Job Locations CA-ON-Toronto
    Posted Date 3 weeks ago(5/1/2018 10:32 AM)
    Job ID
    2619
    # of Openings
    1
    Job Category
    Publishing
  • Overview

    Are you ready to lead a team responsible for online merchandising, loyalty, site operations, graphic design and web development?

     

    Have you lead teams that manage website operations and ecommerce?

     

    Have you driven sales through exceptional customer experience?

     

    Do you work well across all areas of the business?

     

    If so, this may be the right fit for you!

     


    Harlequin is committed to providing accommodations in all parts of the hiring process.  If you require an accommodation, we will work with you to meet your needs.

     

    Harlequin is an equal opportunity employer.  We thank all applicants for their interest, however, only those candidates selected for an interview will be contacted.

     

    Responsibilities

    IN THIS POSITION YOU WILL HAVE THE OPPORTUNITY TO:

     

    Lead a dynamic team to deliver a customer experience that leads to increased sales.

    Strategy

     

    •Develop and execute a customer experience strategy, incorporating customer journey management, customer service excellence, ecommerce sales growth, efficiencies and scalability, and testing and innovation
    •Collaborate with marketing and audience development teams to ensure digital programs deliver a holistic customer experience and maximize opportunity to increase engagement and conversion

    Operations
    •Develop and execute on the roadmap of website needs and site enhancements
    •Actively monitor and manage digital touchpoints across the customer journey using third-party satisfaction measurement tools and industry best practices
    •Deliver sales growth through site improvements, promotions, and merchandising initiatives
    •Drive scalable web production processes and workflows that achieve operational efficiency, productivity and effectiveness
    •Lead the web development process, acting as Project Manager and working closely with business stakeholders, third-party vendors, and the internal IT department.

    Qualifications

    WHO YOU ARE


    •A marketing or business graduate with a Post-secondary diploma/degree in Business/Marketing
    •Have 7+ years of experience in digital marketing
    •Experience with ecommerce in a consumer goods environment
    •Possess strong leadership, creativity, innovation, and drive for results.
    •Experience managing a team
    •Have effective verbal and written communication skills and the ability to interact with a diverse group of colleagues in marketing and technical departments.
    •Knowledgeable of web analytics (Omniture, Google Analytics) an asset.
    •Knowledgeable of productivity tools (JIRA, Trello) an asset.
    •Have a strong commitment to producing an engaging consumer experience.

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