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Senior Manager, eCommerce & Operations (12 month contract), Scotia Digital

Requisition ID: 87828Join the Global Community of Scotiabankers to help customers become better off.


The Senior Manager, eCommerce & Operations will support the overall operations, execution, and performance of Scotiabank’s global eCommerce (.com) platform to deliver a best in class customer experience. Provide oversight and coordination from strategy to delivery to optimizations aimed at delivering revenue-driving initiatives and a seamless offline to online customer experience.


Is this role right for you?

Work with cross-functional stakeholders to oversee the management of all content for all business lines across our public websites
Lead and manage a large team of Digital Content Managers, supporting work operations and growth and development of the team
Support Digital Content Managers in defining optimal end-to-end digital customer journeys to accelerate acquisition and upsell to increase customer satisfaction, loyalty and advocacy through content on Scotiabank’s website
Support the accelerated adoption of the eCommerce channel, building strategies grounded in data that focus on a seamless, personalized experience for both new and existing Scotiabank customers
Regularly analyze and report on key performance indicators and data for the public website using Adobe Analytics, providing insights for visible trends and recommendations for improvements in customer experience
Responsible for identifying system enhancement opportunities to create and set-up efficiencies for the overall operations of the team, partners, and platform users
Support ongoing customization and personalization efforts using an A/B testing framework, as well as the development and management of a matrix of prioritization across all product lines
Thoroughly understand and continuously monitor the competitive landscape, providing recommendations and enhancements based on trends, research and data
Develop leading-edge strategies to expand our reach, impact, and quality of online or digital customer engagement. Define levers that will aid in facilitating transaction, as well as boosting sales
Gain a first-hand understanding of how customers engage with the brand across all touch points and draw conclusions to continually evolve, improve, and optimize the digital customer experience on .com
Act as a strategic partner to marketing counterparts to enhance campaign experiences and improve impact acquisition and engagement of Scotiabank customers
Collaborate with the Design team to incorporate best practices and competitive eCommerce design experiences, usability testing and other user research programs to inform user-centric design and experiences
Work with external stakeholders as needed to understand business process and flows to deliver software solutions that meet business and customer needs

Do you have the skills that will enable you to succeed in this role?

You are passionate about the digital landscape and digital marketing
You have a minimum of 5 to 7 years experience working in an eCommerce environment
You have experience leading, managing, and supporting a team (5-10 individuals or more)
You have experience working within Content Management Systems (CMS), such as Adobe Experience Manager
You have experience working within analytics platforms, such as Adobe Analytics or Google Analytics
You are comfortable in front of senior leadership, as well as major internal and external stakeholders

Location(s):  Canada : Ontario : Toronto 

As Canada’s International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Bank’s six guiding sales practice principles to ensure they act with honesty and integrity.At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

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