Product Manager, Omnichannel

Location: Holt Renfrew - Toronto - Corporate Store Support Centre (60 Bloor Street West, Suite 1100)
Department: eCommerce
Cosmetic/Brand Line:
Work Status: Permanent Full-Time
# of openings: 1
Project #: 15282


Holt Renfrew offers you an inspiring, fashion-driven environment with opportunities to learn and grow. From our incredible partnerships with iconic luxury brands, to our commitments to corporate social responsibility, you will be inspired every day. 

 A job at Holt Renfrew offers a competitive total compensation, a generous employee discount, pension, and health & dental benefits, tuition assistance, and continuous learning and development

The Product Manager, Omnichannel is responsible for identifying business needs and opportunities aligned to Holt Renfrew’s overall Omnichannel roadmap and coordinating all business activities relating to the evaluation, development, and execution of its prioritized elements.  The Manager will work with digital, eCommerce and Customer Experience leadership to help shape and revise the roadmap leveraging an understanding of the business strategy, customer needs, market innovation, and technology/budgetary constraints.  As elements of the roadmap are prioritized, the Manager will provide business ownership over select individual products/components and manage its lifecycle, including a strong focus on building a clear understanding of customer and user needs, supporting the translation of needs into technical specifications, testing and resolving issues, driving adoption, training, and optimization.  The Manager serves as a critical liaison between key functions such as IT, eCommerce and Omnichannel operations, Marketing, and Merchandising.  Of critical importance is ensuring Omni components are executed at a high standard befitting of Holt Renfrew’s luxury positioning.

Specific responsibilities include (but are not limited to) the following:

  • Serve as a subject matter expert in Omnichannel customer experiences, tools, and market innovation
  • Capture and prioritize customer and business user needs related to Omnichannel functionalities and products (e.g. web storefront, associate clienteling tools, product content management, etc.)
  • Support creation of business cases to validate opportunity financial benefits and secure funding
  • Translate identified needs into use case scenarios, user stories, and business requirements
  • Team with UX and IT/Development teams to translate requirements into technical needs
  • Support the identification and evaluation of vendor solutions and make vs. buy tradeoffs (teaming with IT and Procurement)
  • Coordinate functional and user acceptance testing by executing the testing strategy, scheduling resources and tracking test performance
  • Drive strong customer and/or employee adoption and change management of products, tools, and processes by creating training programs, SOPs, SLAs, internal marketing campaigns, and measuring results
  • Triage and troubleshoot product issues and user-reported system defects using reporting and tools, manage issue from identification to resolution
  • Perform ongoing data analysis to understand employee & customer interaction and areas of opportunity
  • Identify areas for operational process improvements or solution augmentations to streamline processes and enhance the Omnichannel customer experience
  • Manage or support relationships with third party vendors to ensure operationalization of new Omnichannel products, policies, and processes and drive integration and coordination with the stores, partners, and the omnichannel team
  • Establish and maintain strong customer relationships with internal and external customers, managers and staff

The ideal candidate:

  • Bachelor’s Degree in technical related field (Sciences, Information Systems, Technology, Engineering) or Business Administration with a focus on technology
  • Minimum 5-7 years of experience working in Digital Retail or Omnichannel product management or support areas creating innovative, customer-facing features; experience in luxury apparel/beauty a strong asset
  • Experience working in an agile software development environment and familiarity with scrum principles
  • Experience working in an SAP environment and with SAP tools (e.g. Hybris) a strong asset
  • Experience working on project teams with clear deliverables and deadlines
  • Strong project management and problem-solving skills
  • Strong analytical and organizational skills
  • Attention to detail
  • Strong interpersonal skills
  • Ability to work independently and multi-task
  • Adaptable and comfortable with ambiguity and change 
  • Ability to innovate and stretch thinking, but ground actions in realities of business
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

The measures of success: 

  • Delivery of Ecommerce and Omnichannel-enabled sales
  • Delivery of identified Omnichannel products and enhancements on-time, on-budget, and error-free
  • Feedback from internal and external clients

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