Ecommerce Manager, Retail

Four Seasons Hotels and Resorts•Toronto, ON

2d•CA$95,000 - CA$120,000•Hybrid

About The Position

Working in the dynamic environment of Four Seasons global headquarters, the Retail Ecommerce Manager will be an integral member of the world-class team that drives the strategic vision for the growing Four Seasons retail business. Reporting to the Director, Global Ecommerce, the Retail Ecommerce Manager will be responsible for executing e-commerce strategies, driving performance through a strong focus on data, analytics and optimization of the online storefront. This role requires a blend of a commercial mind-set, advanced analytical skills, and technical acumen to shape a seamless and engaging shopping experience. Primary responsibility will be the end-to-end ecommerce journey for shop.fourseasons.com (and future international expansion), including ownership of the on-site experience, conversion, and continuous optimization driven by insights and data. This individual will leverage analytics to identify performance drivers, uncover opportunities, and implement data-informed strategies that improve conversion, increase revenue, and enhance the overall customer experience. This individual is a seasoned ecommerce professional that will drive performance and strategic management of the ecommerce journey and platform, including but not limited to business oversight, KPI management, website management and optimization, user experience and customer experience. They will demonstrate strong analytical capability and a test-and-learn mindset, using data and experimentation to continuously refine and improve site performance. They demonstrate expertise in managing an ecommerce business to achieve sales targets and growth objectives, combining a deep subject matter expertise in front-end user experience with the ability to direct and oversee back-end developers. Knowledge of Shopify platform capabilities is key. They will own and be responsible for shaping, implementing, and continually iterating the digital product roadmap, driving key KPIs and business goals. They will own the day-to-day management of the ecommerce website, including product listings, pricing, promotions, and content updates, while ensuring all decisions are supported by data and performance insights. They are results-driven and well-versed in SEO, retail sales, and ecommerce analytics, accountable for web performance, KPIs, and supporting the P&L and budget. As part of this role, they will work closely with external stakeholders, most notably our operations partner, collaborating across web development, customer service, fulfillment, and logistics. While these functions are managed by our partner, this individual will be responsible for ensuring that performance meets Four Seasons standards by actively monitoring outcomes and ensuring that customer feedback and behavioral insights are used to inform improvements across the ecommerce experience. They will identify trends in customer feedback and operational performance, and partner closely to prioritize and implement continuous improvement initiatives. They will also work in close collaboration with key internal stakeholders such as Digital Product Owners, Product Design, Guest & Insights, Technology and Finance. Through these partnerships, they will champion a data-driven approach to decision-making and ongoing optimization across the ecommerce business.

Requirements

College or University degree, preferably a bachelor’s degree in business, e-commerce, or a related field. MBA an asset.
Minimum 5–7 years of ecommerce experience.
Progressive advancement and strong performance track record.
Proven ability to manage an ecommerce business and drive performance outcomes.
Proven track record in ecommerce, user experience, and web analytics.
Experience leveraging data and insights to inform decision-making and optimization strategies.
Hands-on experience with testing, experimentation, or conversion rate optimization initiatives.
Experience working closely with IT, developers, designers, and analytics teams.
Experience managing technical, business, and marketing stakeholders across large organizations and driving cross-functional alignment.
Experience working with external ecommerce operations partners, using data and customer insights to drive performance improvements.
Shopify experience/knowledge required.
Proficiency with Shopify ecommerce platform.
User experience knowledge; certification a plus.
Experience managing ecommerce business performance and supporting P&L and KPIs.
Strong working knowledge of web analytics tools such as Adobe Analytics and Google Analytics.
Results oriented, managing online sales performance, KPIs, and key commercial drivers
Proven track record of driving and optimizing ecommerce sites and consumer-facing digital products from ideation through implementation
Ensure an excellent online customer experience across the full journey, leveraging customer insights and behavior to drive improvements
Work closely with operations partners to ensure customer service meets Four Seasons standards, leveraging feedback and insights to inform site and process optimization
Advanced ability to monitor, analyze, and interpret ecommerce performance data, translating insights into actionable recommendations that drive measurable improvements in conversion, revenue, and engagement
Experience with A/B testing and test-and-learn methodologies to continuously improve site performance and customer experience
Develop strong relationships across all functions and management levels, delivering clear and concise presentations and recommendations
Delivers results while managing multiple priorities with lean resources in a dynamic and evolving environment; resilient and able to operate autonomously
Ability to deal professionally, courteously and effectively with all levels of management and business contacts.
Takes initiative to solve problems and manage unexpected issues through to completion.
Productive self-starter who is flexible, cooperative, and receptive to challenge.
Maintains a positive, professional, and proactive approach.

Nice To Haves

MBA an asset.
User experience knowledge; certification a plus.

Responsibilities

Support ecommerce P&L, budget, forecasting, and planning while driving performance through data-informed decision-making.
Operationalize new business developments and manage external operations partners and agency relationships.
Work closely with operations partners across customer service, fulfillment, and logistics, ensuring performance aligns with Four Seasons standards and identifying opportunities for continuous improvement.
Contribute to monthly and quarterly reporting, providing insights and recommendations to support stakeholder decision-making and ongoing business growth.
Prioritize customer experience across all phases of the retail ecommerce journey, ensuring a seamless and engaging digital experience.
Take ownership of the front-end user experience while collaborating closely with technical partners on back-end development.
Maintain the health and performance of the on-site journey, leveraging customer data and behavioral insights to inform improvements and prioritization.
Create, manage, and evolve retail digital product roadmaps, ensuring initiatives are aligned to performance goals.
Implement and support A/B testing initiatives to continuously refine and enhance the digital experience.
Track performance and manage the ecommerce KPI and measurement framework.
Utilize website analytics and customer data to develop insights that drive improvements in conversion rate, revenue per visit, average order value, and customer retention.
Conduct regular web performance reviews, identify trends, and diagnose underlying drivers of performance.
Analyze consumer behavior based on product interaction and site engagement, using these insights to optimize merchandising, cross-sell, and up-sell opportunities.
Apply a test-and-learn approach through ongoing experimentation and data analysis and identify forward-looking consumer behavior trends to inform future strategies.
Translate insights into clear, actionable recommendations and partner with cross-functional teams to implement and measure impact.
Think to the future and generate ideas that enhance ecommerce performance and customer experience.
Identify and evaluate opportunities for platform innovation, new features, and capabilities that support growth, scalability, and continuous improvement of the digital experience.