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About the Role

The Retail Ecommerce Manager will execute e-commerce strategies, drive performance through data, analytics, and optimization of the online storefront for shop.fourseasons.com. This role requires a blend of commercial acumen, advanced analytical skills, and technical expertise to shape a seamless and engaging shopping experience.

Responsibilities

• Support ecommerce P&L, budget, forecasting, and planning while driving performance through data-informed decision-making.
• Operationalize new business developments and manage external operations partners and agency relationships.
• Work closely with operations partners across customer service, fulfillment, and logistics, ensuring performance aligns with Four Seasons standards and identifying opportunities for continuous improvement.
• Contribute to monthly and quarterly reporting, providing insights and recommendations to support stakeholder decision-making and ongoing business growth.
• Prioritize customer experience across all phases of the retail ecommerce journey, ensuring a seamless and engaging digital experience.
• Take ownership of the front-end user experience while collaborating closely with technical partners on back-end development.
• Maintain the health and performance of the on-site journey, leveraging customer data and behavioral insights to inform improvements and prioritization.
• Create, manage, and evolve retail digital product roadmaps, ensuring initiatives are aligned to performance goals.
• Implement and support A/B testing initiatives to continuously refine and enhance the digital experience.
• Track performance and manage the ecommerce KPI and measurement framework.
• Utilize website analytics and customer data to develop insights that drive improvements in conversion rate, revenue per visit, average order value, and customer retention.
• Conduct regular web performance reviews, identify trends, and diagnose underlying drivers of performance.
• Analyze consumer behavior based on product interaction and site engagement, using these insights to optimize merchandising, cross-sell, and up-sell opportunities.
• Apply a test-and-learn approach through ongoing experimentation and data analysis and identify forward-looking consumer behavior trends to inform future strategies.
• Translate insights into clear, actionable recommendations and partner with cross-functional teams to implement and measure impact.
• Generate ideas that enhance ecommerce performance and customer experience.
• Identify and evaluate opportunities for platform innovation, new features, and capabilities that support growth, scalability, and continuous improvement of the digital experience.

Requirements

• College or University degree, preferably a bachelor’s degree in business, e-commerce, or a related field. MBA an asset.
• Minimum 5–7 years of ecommerce experience.
• Progressive advancement and strong performance track record.
• Proven ability to manage an ecommerce business and drive performance outcomes.
• Proven track record in ecommerce, user experience, and web analytics.
• Experience leveraging data and insights to inform decision-making and optimization strategies.
• Hands-on experience with testing, experimentation, or conversion rate optimization initiatives.
• Experience working closely with IT, developers, designers, and analytics teams.
• Experience managing technical, business, and marketing stakeholders across large organizations and driving cross-functional alignment.
• Experience working with external ecommerce operations partners, using data and customer insights to drive performance improvements.
• Shopify experience/knowledge required. Proficiency with Shopify ecommerce platform.
• User experience knowledge; certification a plus.
• Experience managing ecommerce business performance and supporting P&L and KPIs.
• Strong working knowledge of web analytics tools such as Adobe Analytics and Google Analytics.
• Results oriented, managing online sales performance, KPIs, and key commercial drivers.
• Proven track record of driving and optimizing ecommerce sites and consumer-facing digital products from ideation through implementation.
• Ensure an excellent online customer experience across the full journey, leveraging customer insights and behavior to drive improvements.
• Work closely with operations partners to ensure customer service meets Four Seasons standards, leveraging feedback and insights to inform site and process optimization.
• Advanced ability to monitor, analyze, and interpret ecommerce performance data, translating insights into actionable recommendations that drive measurable improvements in conversion, revenue, and engagement.
• Experience with A/B testing and test-and-learn methodologies to continuously improve site performance and customer experience.
• Develop strong relationships across all functions and management levels, delivering clear and concise presentations and recommendations.
• Delivers results while managing multiple priorities with lean resources in a dynamic and evolving environment; resilient and able to operate autonomously.
• Ability to deal professionally, courteously and effectively with all levels of management and business contacts.
• Takes initiative to solve problems and manage unexpected issues through to completion.
• Productive self-starter who is flexible, cooperative, and receptive to challenge.
• Maintains a positive, professional, and proactive approach.

Skills

• Ecommerce
• Data Analysis
• Analytics
• Optimization
• User Experience (UX)
• Web Analytics
• A/B Testing
• Conversion Rate Optimization (CRO)
• Shopify
• Adobe Analytics
• Google Analytics
• SEO
• Retail Sales
• P&L Management
• KPI Management
• Product Management
• Customer Service Management
• Cross-functional Collaboration
• Stakeholder Management

Location

• Toronto, Ontario

Work Type

• Hybrid

Experience Level

• 5-7 years

Education Level

• Bachelor's degree in business, e-commerce, or related field

Salary/Compensations

• $95,000 – $120,000 CAD

About the Company

• Four Seasons is a global, luxury hotel management company managing over 130 hotels and resorts and 50 private residences in 47 countries.
• Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide.
• Four Seasons is powered by people and our culture enables everything we do.

Equal Opportunity

• Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.