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manager, sales planning

Title posted on Jobillico - Team Lead, eCommerce operations and applications support

Posted on May 07, 2025 by Employer details BRP

Job details

As the team lead Ecommerce operations - direct to consumer you will play a pivotal role in shaping the success of our digital strategy by guiding a team of specialists (orders management and operations, product owners, business analysts) to monitor and optimize the operations of BRPs Ecommerce channel (from online experience to the full order flow: creation to fulfillment and after sales and back office related activities). Your expertise will be required to ensure the ecommerce store is run and optimized in alignment with business priorities, resources capacities and revenues impact. Under the leadership of the Operations and performance Sr. Manager, you will work in very close collaboration with the Performance marketing team, merchandising team, solution delivery team, IT (interfaces, SAP, etc.) to ensure smooth operations on the ecommerce channel, bug resolutions and continuous improvement.   YOU?LL HAVE THE OPPORTUNITY TO:<ul><li>Ensuring the overall quality of BRP?s direct to consumer experience by leading the team in:<ul><li>Monitoring the overall health and performance of BRPs direct to consumer online order management cycle, from order creation to fulfillment and after sales and back office related activities</li><li>Defining incident resolution workflows and methodologies</li></ul></li><li>Lead a team of analysts and product owners responsible for:<ul><li>Monitoring status of orders, inquiry resolution and support for any necessary escalation</li><li>Updating & troubleshooting incidents affecting the customer experience on BRPs online stores as well as ensuring the back-end system processes are functioning properly</li><li>Assisting customer service, external service partners and BRPs application support teams in incident resolution</li></ul></li><li>Ensure customer sales, support and shipping/delivery related metrics are achieved with regards to sales, cancellations, returns, and refunds.</li><li>Raise the maturity level of the eCommerce operations practice, including process and monitoring-alerting automation.</li><li>Defining and maintaining Online Store SOPs as required, ensuring improvement to customer experience goals.</li><li>Determining and identifying root causes of reported issues in terms of specific in-house and/or vendor related and develop plan for short and long term improvement.</li><li>Acting as a liaison between internal stakeholders (E.g. customer service, dealer network, external partners, IT, etc.)<ul><li>contributing to new D2C-retail oriented RACI definition</li><li>understanding and navigating business interdependencies, company procedures, policies, and workflows to properly assess any complex situation</li><li>providing an informed diagnosis and an efficient resolution plan (respectful of SLAs and procedures)</li></ul></li><li>Participating in QAs for partial or end-to-end flows related to order management.</li><li>Data and analytics: <ul><li>Interpret data, analyze results using analytics and research methodologies</li><li>Evaluate key performance indicators, provide ongoing reports, and recommend business plan updates  </li></ul></li></ul>YOU?LL THRIVE IN THIS ROLE IF YOU HAVE THE FOLLOWING SKILLS AND QUALITIES: <ul><li>Bachelor?s Degree in business-commerce, computer science or in a pertinent field.</li><li>Experience in team leadership roles (team lead, domain lead, supervisor).</li><li>A minimum of 3 years experience in the retail industry in any of the following roles:<ul><li>Operations specialist</li><li>Business analyst</li><li>Client care - support specialist</li></ul></li><li>Participation in the implementation or operations of OMS, Digital/eCommerce, B2C, Omnichannel projects would be consid