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Senior Manager, Direct to Consumer Fulfillment

Canada Goose inc.

This is a Contract position in Toronto, ON posted March 31, 2021.

Position Overview:

This role is responsible for leading both the D2C supply chain team, and cross functionally, to link upstream and downstream processes, along with IT solutions, to achieve the best customer experience to support global growth in the D2C channel. The position will collaborate with the warehousing & transportation team for the management and execution of D2C fulfillment KPIs for North America. It will work with global regional teams to set standards for D2C fulfillment processes owned by Supply Chain and perform various liaison duties as the subject matter expert for D2C expansion within a Logistics fulfillment area of focus.

Key Responsibilities:

Key Responsibilities:

  • Manage and coach a team of three and influence the broader Logistics team charged with delivering KPIs
  • Active member and Supply Chain Lead on the D2C Steer Co
  • Execute strategies in the D2C and OMNI Channel with cross-functional partners
  • Subject Matter Expert in D2C Supply Chain processes and execution.
  • Partner with key cross-functional teams to ensure all relevant organizational goals and implications are factored into D2C projects
  • Identify D2C opportunities, drive process with cross-functional and external partners in analyze and execute those changes.
  • Work with Planning and Supply Chain in evaluation of optimal shipping methods and cadence, managing forecasting & lead time analysis efforts
  • Help to drive consistency across the regions by sharing best practices, processes, SOP’s and through consistent and effective communication.
  • Work closely with the D2C Commercial teams, Planning, Inventory, Warehousing for forecasted planning and successful execution. This would include close collaboration with the various Canada Goose Functional departments and resolving escalated logistics, inventory and operational D2C issues with immediacy and professionalism, while providing solutions and facilitating ease of expansion and growth in the market(s).
  • As an integral part of the overall logistics team, ensure that D2C customers receive exceptional service.  This includes root cause analysis and Continuous Improvement projects, and collaboration with internal and external stakeholders.
  • Be the point of escalation and resolution for any customer service issues and/or shipping/receiving errors
  • Overall management of Analysis vs. Service Level Agreements, looking for root cause for issues/possible solutions
  • Develop constructive and cooperative working relationships with those on your team, as well as cross-functionally within the various supporting departments’ leadership points
  • Ensure there is a clear communication of issues to Distribution Team to drive solutions and improvement

Expected Outcomes:

  • Drive growth in the channel through strategic projects, enhanced customer experience and effective processes to support growth.
  • Efficient order management and returns management with YOY improvement
  • Flawless service to ecommerce customers – YOY improvement, resulting in a reduction of customer calls to Customer Experience and improved NPS Scores.
  • Flawless service to retail stores – YOY improvement, resulting in a reduction in reported issues
  • Efficient processes for supply management for Retail and eCommerce channels, YOY improvement and cost reduction
  • Efficient transfer order management in eCommerce – YOY improvement
  • Efficient order management in Retail – YOY improvement
  • VOC/OMNI Channel development
  • Exceptional relationships with internal stakeholders and external partners.
  • Efficient New Store Opening Management & Collaboration logistics management, YOY improvement

Experience, Education and Designations:

  • Minimum Post-Secondary Diploma, with a preference for business degree
  • 7-10 years of e-Commerce and/or supply chain business management experience, preferably in a relatable  environment with proven cross functional influence and collaboration
  • Supply Chain Certification is an asset
  • Mentorship/leadership/change management training and certification an asset
  • Lean or Six Sigma training or certification is an asset
  • Supervisory experience of staff

Knowledge, Skills and Attributes:

  • Excellent interpersonal and communication skills
  • Outstanding analytical and problem-solving skills
  • Proven end-to-end process thinking
  • Strong knowledge of ERP / WMS and e-Commerce systems; comfortable working in systems
  • Good financial and business acumen
  • Strong written and verbal/presentation skills
  • Ability to work independently in a fast-paced environment
  • Attention to detail and accuracy
  • Microsoft Office proficiency, specifically in Excel
  • Consistently exhibits Canada Goose’s Values, taking pride in being innovative, passionate, authentic, collaborative and entrepreneurial while exhibiting personal commitment
  • International e-Commerce experience a plus

Working Conditions:

  • Office environment, with occasional warehouse visits and travel

We truly thank all applicants for their interest in joining the Goose Team, but only those candidates considered for an initial interview will be contacted.

Canada Goose Inc. is committed to delivering and improving accessibility in employment for all persons with disabilities. Accommodation is available, upon request, in the application and interview process and in the course of all other methods of selection of employees. Successful candidates for employment will be introduced to and trained in respect of all of Canada Goose Inc.’s human rights, accommodation and accessibility polices.