Manager, Omnichannel Customer Experience

Roots•Toronto, ON

2d•CA$95,000 - CA$105,000

About The Position

Roots is seeking a Manager, Omnichannel Operations & Customer Experience to drive best-in-class customer experiences through data, technology, and cross-functional collaboration. Reporting to the Director, Omnichannel Operations & Customer Experience, this role focuses on digital sales growth, customer retention, omnichannel fulfillment, online transactions, and the post-purchase experience. The Manager will analyze customer and operational data to improve performance, identify opportunities for enhanced customer experience and efficiency, and support the development of new omnichannel services and capabilities. Acting as the business lead for technology and process initiatives, this role will partner closely with cross-functional and technical teams to deliver impactful solutions. The ideal candidate is analytical, customer-focused, and highly collaborative, with strong communication and stakeholder management skills. They thrive in fast-paced environments, are comfortable building processes from the ground up, and bring a strong understanding of technology and cross-functional delivery.

Requirements

Post-secondary degree in business or retail management
3-5 years of relevant experience in a related field, preferably in a retail setting
1-2 years of people leadership experience
Strong understanding and interest in technology and development is a must
Strong analytical, communication and presentation skills
Thrives in ambiguity, and enjoys building new approaches and processes to capture business opportunities
Enjoys developing and applying data-derived insights to support new business approaches
Takes initiative and strives for excellency in the products owned by their team
Strong MS office proficiency in Excel and Powerpoint

Nice To Haves

Experience with Salesforce Commerce Cloud, Google Analytics, NewStore, Power BI, Miro is an asset

Responsibilities

Serve as the subject matter expert for key areas of the omnichannel customer experience, maintaining deep knowledge of operational workflows, supporting technologies, data flows, and performance metrics to drive process optimization and scalability.
Lead and support omnichannel capabilities including: Omnichannel ordering (Ship-to-Customer, BOPIS, Endless Aisle, Payments & Refunds, Store Availability), Order management operations (DC/3PL fulfillment, Ship-from-Store, BOPIS workflows), Post-purchase customer experience (order cancellations, tracking, returns, product reviews), Associate tools and enablement platforms (Endless Aisle, fulfillment applications, clienteling tools).
Identify, develop, and implement new omnichannel features, capabilities, and operational enhancements to improve customer satisfaction, operational efficiency, and cost effectiveness.
Analyze business performance against KPIs, benchmarks, and service-level targets; proactively identify risks, trends, and opportunities to improve operational outcomes and customer experience.
Gather, prioritize, and translate evolving customer and business needs into actionable requirements through research, stakeholder collaboration, and cross-functional discovery sessions.
Lead end-to-end project execution, including requirements gathering, process design, stakeholder alignment, user acceptance testing (UAT), and implementation support.
Partner with internal and external technology teams to define scalable technical solutions, identify process gaps, and support long-term omnichannel strategy and infrastructure development.
Contribute to the evolution of the overall omnichannel customer experience strategy by recommending innovative solutions, process improvements, and operational best practices.
Collaborate cross-functionally with Store Operations, Technology, Finance, Distribution Centers, and third-party partners to support and optimize omnichannel fulfillment operations and customer experience initiatives.
Manage day-to-day vendor and partner relationships to ensure successful implementation, operational readiness, and ongoing performance of omnichannel programs, tools, and processes.
Develop and maintain operational process flows, SOPs, training materials, and user documentation to support consistent execution across retail and fulfillment teams.
Design and optimize scalable operational workflows for BOPIS, e-commerce fulfillment, ship-from-store, and in-store omnichannel execution.
Establish, monitor, and report on key operational and customer experience KPIs related to fulfillment performance, inventory accuracy, digital channel effectiveness, and service delivery.
Identify process improvement opportunities and implement scalable operational frameworks in partnership with IT and business stakeholders to support continuous improvement initiatives.
Translate operational insights and frontline learnings into strategic recommendations to improve systems, functionality, and future implementations.
Lead, coach, and mentor a small team to support operational excellence, deliver strategic initiatives, and drive a high-performing, customer-centric culture.
Foster collaboration, accountability, and continuous development to improve team effectiveness and execution.
Support departmental and corporate initiatives by aligning team priorities with business objectives, operational goals, and customer experience standards.
Drive employee engagement and capability development through ongoing feedback, training, and performance management.