Job Description
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.
