Director, Online Experience - 13 month contract - Burnaby, BC | Vega | FreshGigs.ca | 13/06/18
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Director, Online Experience - 13 month contract Full-Time

Location: Burnaby, BC
Company Name: Vega ()
Category: Marketing / Strategy, Online Marketing, SEO/SEM
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As the Director of Vega’s Online Experience, you weave a journey through the online experience that is infused with engagement, connection, inspiration, and education. Your goal is to create a cohesive and unified journey across all digital touchpoints. From first discovery through social or email to browsing product or content on myvega.com and engaging with our Consumer Education team for support; to a seamless navigation through checkout, each piece of this online navigation builds on the interaction that preceded it and creates an elevated + positive experience for our consumers.

Weaving together the Digital Marketing and Education + Engagement Strategy are the key pillars that will inform how our consumers meet and understand Vega from an online perspective. As a leader you have a strong background in Digital Marketing and the online consumer journey. You are a big picture thinker who isn’t afraid to challenge the status quo and take creative and innovative ideas to the next level. You are happiest when your team is achieving their goals and take great pride in their involvement and development. Through data and analytics, as well as collaboration with critical business units, you help set key priorities to improve processes as well as to create a unified experience for our consumers.

Key Responsibilities

  • Develop + articulate the Online Experience Strategy to create a distinctive and cohesive experience with the Vega brand across all touchpoints: Website, Social, Email, + Education
  • Ensure Vega’s strategy for all consumer channels – social, phone, email, live chat, SMS Text- are operating at effectively + efficiently
  • Support technology initiatives and Consumer Engagement platforms where required (phone system, multi-channel software, customer support tools, ERP and CRM)
  • Support Ecommerce Strategy to grow sales online + create unique UX/proposition for consumers
  • Work collaboratively with Brand & Experiential Marketing to contribute to the  content strategy (Blog, Social + Email)
  • Track, analyze and report on consumer trends + UX.  Provide feedback to influence change to improve the experience + create brand loyalty
  • Track, analyze and report on critical KPIs (Sales $, SLAs, etc)
  • Analyze and determine volume and costs by channel to optimize business
  • Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service improvements and value-add to our consumers
  • On floor support, escalation point and on-going coaching for the team
  • Ensure all Online Policies and Procedures are updated and maintained (CX, Ecommerce + Digital Marketing)
  • Complete quarterly and annual goals, performance reviews and development plans
  • Support Vega’s Crisis Plan as required

Skills and Qualifications

  • University or College Degree in Business, Sales or Marketing
  • 3-5 years of previous experience in a leadership role focused on Digital Marketing and/or strategy for the online experience and journey
  • Demonstrated understanding of emerging customer interaction channels including social media, mobile and chat
  • Previous CRM or ERP experience is required
  • Thorough understanding of Shopify platform an asset
  • Amazing organizational, communication and Microsoft Office skills
  • Ability to build and maintain strong relationships
  • Exceptional listening, analytical and problem-solving skills
  • Culture creator and motivator extraordinaire

VEGA Must-Haves

  • You have an unrelenting desire to achieve
  • The outdoors isn’t just the place between your car and house
  • You have a sense of humor and passion for health and wellness
  • You love to have fun, but take your responsibilities seriously
  • You live the Vega brand

Benefits of Working for VEGA

  • Competitive compensation plan
  • Open Book Management
  • Alternative refreshment options that go beyond coffee
  • On-site kitchen with in-house Vegan Chef offering plant-based food and snacks
  • An optional plant-based lunch program
  • In-house gym and meditation room
  • Bi-Monthly product to try so that you can perform at your best and promote the Vegatopian lifestyle
  • MSP – 100% coverage
  • Employee assistance program (EAP)
  • Flexible Extended Health
  • Green Transit incentives
  • Fitness Subsidy
  • Education Fund
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