E-Commerce Manager

Sporting Life Group • Ottawa, ON

2d • CA$42,000 - CA$46,000 • Onsite

About The Position

The E Commerce Manager oversees all in-store E Commerce operations, ensuring efficient handling, care, storage, and distribution of E Commerce goods. This role drives service standards, leads the E Commerce team, and ensures accurate, timely fulfillment of all online orders. The Manager is responsible for optimizing workflow, improving fulfillment performance, and supporting company-wide E Commerce objectives.

Requirements

• Excellent organizational and time‑management skills.
• Ability to work independently while managing, scheduling, and motivating staff.
• Strong multitasking ability in a dynamic, fast‑paced environment.
• Strong written and verbal communication skills with attention to detail and accuracy.
• Ability to lift cartons/bags over 30 lbs as required.
• Excellent interpersonal skills; able to build strong working relationships within a team environment.
• Participative yet assertive leadership style; leads through example, coaching, and collaboration.
• Strong sense of urgency when addressing business, customer, or staff needs.
• Proficiency ecommerce operating platforms, Microsoft D365/Office

Responsibilities

• Sets the standard for exceptional customer service for internal and external customers.
• Ensures high service levels throughout the entire E‑Commerce process—from order receipt to shipment.
• Monitors fulfillment performance and ensures timely resolution of customer-impacting issues, aiming for resolution within 24 hours.
• Has ownership and pride for each order shipped by ensuring the merchandise is a ‘new’ condition, free of all security tags and is exactly what the customer ordered.
• Coaches team members on delivering consistent, high‑quality service.
• Oversees all order processing, packing, and outbound shipment preparation, ensuring product care, accuracy, and strong visual presentation.
• Organizes, assigns, and monitors incoming E‑Commerce fulfillment requests, ensuring all quality and quantity standards are achieved.
• Investigates and resolves quantity or quality discrepancies; ensures appropriate adjustments are completed.
• Maintains efficient E‑Commerce processing and stock areas to ensure accessibility and operational flow.
• Ensures all operational reporting is completed accurately and within required timelines.
• Communicates daily with E‑Commerce support teams and reports on productivity, challenges, and workflow improvements.
• Continuously looks for ways to improve fulfillment speed, accuracy, and efficiency.
• Leads, motivates, and develops E‑Commerce associates through coaching, ongoing feedback, and strong personal example.
• Models standards for customer service, cleanliness, health and safety, dress code, and adherence to company policies.
• Ensures all Occupational Health and Safety Act (OHSA) responsibilities and reporting requirements are followed.
• Builds a positive team culture that emphasizes accountability, teamwork, and strong communication.
• Ensures all E‑Commerce staff complete required training within designated timelines.
• Leads or participates in daily huddles and weekly team meetings to reinforce priorities, address challenges, and drive performance.
• Trains staff on new processes, equipment, and best practices as required.

Benefits

• Access to our benefits package, with the choice of different levels of health, dental, and vision coverage to suit you.
• Employee discounts at Golf Town, Sporting Life, and Team Town Sports that are shareable with friends and family.
• Vendor Pro Deals and expert product training to fuel your knowledge and performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed