e-Commerce Specialist

Description
Hybrid - This role is categorized as hybrid. This means the successful candidate is expected to report to the Oshawa Elevation Centre or the Markham Elevation Centre three times per week, at minimum.
The e-Commerce Specialist reports to the Digital Platform Manager at General Motor. The eCommerce Specialist will be a critical driver of our online sales success, responsible for both the strategic direction and technical execution of our e-commerce platform. This role will operate across multiple distinct business units, supporting sales through both direct-to-consumer (DTC) channels and our dealer network. The Specialist will also factor in diverse fulfillment models and unique pricing strategies for each business unit, ensuring maximized revenue growth and an exceptional customer experience across all digital touchpoints. This role requires a strong blend of technical expertise, strategic thinking, and a deep understanding of complex digital shopping journeys. The ideal candidate will be detail-oriented, results-driven, and passionate about leveraging technology to achieve intricate e-commerce objectives.
KEY RESPONSIBILITIES
eCommerce Platform Management & Strategy:

• Serve as a primary point of contact for the e-commerce platform, overseeing its technical health, performance, and scalability across all integrated business units.
• Collaborate with IT, development teams, and external vendors to manage platform integrations, updates, and troubleshooting, ensuring seamless operation for Tier 1 National and dealer channels.
• Contribute to the strategic roadmap for e-commerce platform development, identifying new features, tools, and functionalities to enhance capabilities tailored to the unique needs of each business unit and fulfillment model.
• Ensure the platform adheres to best practices for security, uptime, and performance.

eCommerce Operations & Content:

• Manage and maintain product listings on the e-commerce website and relevant online marketplaces, ensuring accuracy, completeness, and compelling content (descriptions, images, specifications) for each business unit's specific offerings.
• Oversee online inventory levels, coordinating with supply chain and logistics teams to ensure product availability and timely fulfillment across various models (e.g., direct shipping, dealer pickup, etc).
• Manage online promotions, discounts, and pricing updates according to the distinct pricing strategies of each business unit and marketing/sales strategies.

Sales & Conversion Optimization:

• Analyze e-commerce performance data (traffic, conversion rates, average order value, bounce rate, cart abandonment, etc) across different business units and channels (National vs. dealer) to identify trends and opportunities for improvement.
• Implement A/B tests and other optimization strategies to enhance user experience and conversion funnels, considering the unique customer journeys for each business unit.
• Work to reduce cart abandonment and improve checkout flow for diverse product types and purchasing paths.
• Stay informed on e-commerce best practices, emerging technologies, and competitive trends to drive continuous improvement.

Digital Marketing & Merchandising:

• Collaborate with performance marketing teams to execute digital campaigns that drive traffic and sales to e-commerce channels, tailored to specific business unit sales objectives and target audiences.
• Optimize product categorization, search filters, and on-site search functionality to improve product discoverability across all product lines and business units.
• Implement effective cross-selling and up-selling strategies on the website, considering relevant offers across different business units.
• Manage product reviews and ratings, and leverage them for conversion optimization.

Customer Experience (Online):

• Ensure a seamless and positive online shopping experience for customers, from product discovery to post-purchase support, adapting to the specific needs and expectations of customers across various business units and fulfillment methods.
• Monitor customer feedback related to the e-commerce platform and work to address pain points.
• Ensure all customer service touchpoints related to online orders are efficient and effective.

Reporting & Analysis:

• Generate regular reports on e-commerce sales, marketing campaign performance, and key operational metrics, providing segmented insights by business unit, channel (National/dealer), fulfillment model, and pricing strategy.
• Provide actionable insights and recommendations to stakeholders based on data analysis.
• Utilize web analytics tools (Adobe Analytics, e-commerce platform analytics) to track and interpret performance.

Cross-Business Unit Coordination & Strategy Alignment:

• Act as a central point of contact for e-commerce initiatives, fostering strong collaboration with leaders and teams across diverse business units.
• Ensure alignment of e-commerce strategies with the unique goals, fulfillment capabilities, and pricing models of each business unit.
• Facilitate knowledge sharing and best practices in e-commerce across the organization.

Additional Description
QUALIFICATIONS

• Post Secondary Education with 5+ years of hands-on experience in e-commerce operations, digital marketing, or online retail.
• Strong background in UX design and digital product management for consumer-facing websites.
• Proven experience managing and optimizing e-commerce platforms, including technical aspects like integrations, data feeds, and troubleshooting, specifically within a multi-business unit environment.
• Proven track record of contributing to online sales growth and conversion optimization across both direct-to-consumer (DTC) and dealer network channels.
• Experience working with major e-commerce platforms (e.g., Shopify, Magento, Salesforce Commerce Cloud, WooCommerce).
• Familiarity with online marketplaces (e.g., Amazon, eBay, etc).
• Understanding of digital marketing channels (SEO, SEM, social media, email marketing) as they relate to e-commerce.
• Demonstrated experience with various fulfillment models (e.g., direct shipping, dealer pickup) and implementing diverse pricing strategies within an e-commerce context.
• Experience in the automotive industry is an asset.

Technical Skills:

• Strong proficiency with e-commerce platforms and their administrative interfaces, including familiarity with backend configurations and integrations across complex business structures.
• Intermediate understanding of web technologies (e.g., HTML, CSS, JavaScript, APIs) relevant to e-commerce platform functionality and cross-platform integration.
• Strong analytical skills with proficiency in web analytics tools (e.g., Adobe Analytics).
• Proficiency in advanced data manipulation and reporting.

Soft Skills:

• Highly analytical and data-driven approach to problem-solving.
• Excellent attention to detail and organizational skills.
• Exceptional communication and interpersonal skills, with the ability to navigate and collaborate effectively with diverse cross-functional teams and business unit stakeholders.
• Customer-centric mindset with a focus on delivering exceptional online experiences.
• Ability to manage complexity and prioritize initiatives across multiple, sometimes competing, business unit needs.

Benefits:
The goal of the General Motors of Canada total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan currently includes the following benefits, in addition to many others:

• Paid time off including vacation days, holidays, and supplemental benefits for pregnancy, parental and adoption leave.
• Healthcare, dental and vision benefits including health care spending account and wellness incentive.
• Life insurance plans to cover you and your family.
• Company and matching contributions to a Defined Contribution Pension plan to help you save for retirement.
• GM Vehicle Purchase Plan for you, your family, and friends.

GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP NOW OR IN THE FUTURE.
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