Our client, a Canadian-owned and operated wholesale food service company, is seeking a Manager of E-Commerce to lead day-to-day operations and execution of the e-commerce channel during a period of substantial growth. Reporting to the Director of E-Commerce, the Manager of E-Commerce will own operational performance, platform management, and delivery of new initiatives from concept through launch all while optimizing both customer satisfaction and bottom-line results. Key Responsibilities Business Ownership Own day-to-day operations and serve as final decision-maker for the e-commerce channel, including revenue performance, gross margin, order flow, fulfillment coordination, and SLA adherence Monitor and drive achievement of aggressive growth targets (traffic, conversion, AOV, revenue) while protecting margin and customer satisfaction metrics Initiative Ownership Lead cross-functional initiatives end-to-end (process redesign, automation, CX improvements, pricing logic, promotions, digital marketing) Translate strategy into executable roadmaps with clear milestones and KPIs Rapidly identify operational bottlenecks and implement corrective actions Operations & Fulfillment Excellence Own order capture, exception management, fulfillment coordination, and SLA adherence Drive reductions in manual touchpoints and operational inefficiencies Manages all third party partnerships and SLAs Develops excellent 360 customer-experience Analytics & Performance Management Own weekly and monthly performance reporting Analyze customer behavior, purchasing trends, and margin drivers, and business opportunities Identify gaps and opportunities to increase basket size, frequency, and retention Team Leadership Lead and develop the e-commerce operations team Reset expectations, performance standards, and accountability Identify skill gaps and work with the Director to rebuild team capability What the Client is Looking For 5+ years of progressive e-commerce experience with at least 2-3 years in a management or senior individual contributor role, ideally within B2B, wholesale, distribution, or retail environments. Hands-on experience managing e-commerce platforms (Shopify strongly preferred) and integrating with ERP systems (SAP or similar) and marketing automation tools (Mailchimp or similar CRM platforms). Proven track record achieving revenue and conversion targets through operational excellence and digital marketing execution (email campaigns, SEO, A/B testing, conversion optimization). Strong analytical and project management skills with experience leading cross-functional initiatives in fast-paced, high-growth environments. People leadership experience managing small teams (2-5 direct reports), including setting expectations, coaching, and performance management.
Our client, a Canadian-owned and operated wholesale food service company, is seeking a Director of E-Commerce to lead the national e-commerce function through a period of substantial growth. Reporting to the COO, the Director of E-Commerce will have end-to-end ownership of the e-commerce function and platform and will directly oversee Marketplace Management, E-Commerce Data Management, Online Customer Service, and Fulfillment teams. Define and execute the national e-commerce strategy aligned with the company's overall growth objectives and aggressive multi-year growth ambitions. Reporting to and working closely with Executive Leadership, providing functional leadership, subject matter expertise and strategic insights in the delivery of the E-commerce function. Partner closely with Sales, Supply Chain, IT (including offshore teams), Finance, and Customer Service to align plans, resolve issues, and jointly deliver on strategic initiatives. Lead with a data-first approach, leveraging analytics, reporting, and experimentation (tests, pilots, and trials) in both strategy and operations. Create cross-functional governance frameworks that clarify roles, responsibilities, and decision rights between e-commerce and Sales, Marketing, Supply Chain, IT, and Customer Service teams. Own KPI frameworks, scorecards, and performance standards across all e-commerce channels Own the e-commerce platform roadmap, including architecture, integrations, and automation in partnership with internal offshore IT team. Optimize and leverage the existing e-commerce technology stack while proactively identifying, evaluating, and implementing additional tools and software that enhance platform capabilities and support growth and retention objectives. Identify and resolve UX bottlenecks, streamline navigation, checkout processes, and product discovery while improving technical and product information clarity. Optimize site conversion and customer retention through data-driven testing, personalization, lifecycle programs, and targeted interventions that maximize customer lifetime value. Lead marketplace expansion and new market entry initiatives, including platform launches, localized experiences, and go-to-market strategies aligned with growth objectives. Support strategic growth initiatives and programs (i.e. private label, in-store fulfillment etc). Optimize the e-commerce team structure; upskilling, restructuring and addressing performance gaps as needed. Foster high-performance culture through setting clear expectations, metrics, KPIs, and accountability standards across the e-commerce teams. 10+ years of progressive e-commerce experience, with at least 5 years in a senior leadership role, ideally within wholesale, distribution, or retail environments. ~ Proven track record of building and leading high-performing e-commerce teams of 10+ people across multiple functions (marketplace, data, customer service, fulfillment). ~ Hands-on experience with e-commerce platforms and enterprise systems, with proficiency in tools such as Shopify, SAP, and Mailchimp (or similar CRM/marketing automation platforms) highly valued. ~ Strong people leadership capabilities, including team development, performance management, and cross-functional influence at the executive level.
