E-Commerce & Delivery Operations Specialist - Hybrid Remote

Top 50 Best Workplaces™ 2024   E-Commerce & Delivery Operations Specialist - Hybrid Remote Reports to: Senior Marketing Manager, Digital Customer Experience (tentative) Annual Salary: $68,000 to $73,000 based on experience  Location: Vancouver, BC  

COBS Bread is looking for an E-Commerce & Delivery Operations Specialist to help scale our third-party delivery, Click & Collect, and eCommerce programs across Canada and the USA. You'll own platform performance, bakery onboarding, and operational execution across all digital ordering channels. This role sits within the Marketing team and works cross-functionally with IT, Operations, and external partners to drive order accuracy, operational efficiency, and a great digital customer experience. Note: This role reports into the E-Commerce Marketing Manager, but will tentatively report into the Senior Marketing Manager, Digital Customer Experience while the E-Commerce Marketing Manager is on maternity leave.

What you will be responsible for: Delivery and Click & Collect Platform Management • Oversee and optimize menu management, menu merchandising, and pricing across 3rd party delivery and eCommerce channels. • Lead the onboarding and configuration of new bakeries on delivery and eCommerce platforms. • Serve as the subject matter expert (SME) for bakery-level delivery operations, troubleshooting complex issues and collaborating with partners and internal teams to resolve them. • Identify and implement process improvements to drive order accuracy, operational efficiency, and customer satisfaction.

Performance Reporting & Insights • Own the aggregation, validation, and analysis of third-party delivery and eCommerce data to generate actionable insights. • Analyze eCommerce, delivery, and SEO performance data to generate actionable insights. • Translate SEO, eCommerce, and delivery performance data into clear recommendations that guide messaging, merchandising, and conversion-focused copy decisions.

Digital Platform Operations • Manage updates and enhancements across digital platforms (Shopify, Deliverect, 3rd Party Delivery, Klaviyo, Talon.One), including product listings, seasonal campaigns, and bakery information. • Drive traffic acquisition and conversion from organic channels (SEO, local SEO, and GEO) • Ensure content accuracy and alignment with web & local SEO, accessibility, and mobile-first best practices. • Collaborate with the IT and Marketing teams to support the rollout of new features or integrations that improve the customer journey. • Monitor SEO performance and key metrics

Franchisee & Customer Support  • Act as the primary contact for franchisee inquiries related to eCommerce and delivery platforms, providing advanced troubleshooting or escalation as needed. • Gather and synthesize feedback from bakeries to inform roadmap priorities and user experience improvements.

Cross-Functional Collaboration & Project Coordination • Partner with Marketing, IT, and Operations to align project timelines, testing schedules, and deployment plans. • Manage and track digital initiatives through Azure DevOps or similar tools, ensuring transparency and accountability. • Contribute to the evolution of COBS Bread’s digital roadmap by providing informed recommendations based on performance data and user feedback.

Other tasks and projects as assigned.