Specialist, Omnichannel - Digital Experience NAM

Job description

**Department**: Operations Solutions - NAM **Reports to**:Senior Manager, Omnichannel Operations NAM **Your Opportunity at ARC’TERYX:** As the Specialist, Omnichannel Digital Experience, you will support how Arc'teryx's retail stores, Omnichannel services, and guest experiences show up across digital channels. Working closely with Digital Commerce, Product, UX, Analytics, Marketing, and Retail Operations teams, you will contribute to improvements that connect online and in-store shopping journeys. Through data-driven insights, cross-functional collaboration, and continuous improvement, you will identify opportunities, provide recommendations, and support implementation of enhancements that improve guest engagement, Omnichannel service adoption, store visibility, and future digital capabilities. Your work will help support a seamless and connected Omnichannel experience, with strategic direction and prioritization set by the Senior Manager and relevant Digital Product leaders. **Meet Your Future Team:** The Operations solutions team plans and manages services, tools and initiatives that support our retail and digital teams in the service of our guests and store teams. We collaborate with cross-functional resources and external vendors to define and deliver business goals, and we inform intuition with data to continually improve our decision-making. Our team helps to prepare our business for the future, while ensuring we operate at our best in the present. ### If you were the Specialist, Omnichannel – Digital Experience now, here are some of the core activities you would be doing: **Support Omnichannel Digital Experience** - Identify and support implementation of opportunities that may improve store traffic, Omnichannel conversion, Click & Collect adoption, and store-driven digital revenue through experience, service, and merchandising enhancements. - Partner with Digital Commerce, UX, Product, and Retail Operations teams to continuously improve how guests discover, engage with, and transition between digital and physical retail experiences. - Assess digital guest journeys and cross-channel handoff points to identify opportunities that improve service adoption, guest satisfaction, and operational efficiency. - Support New Store Openings by coordinating and maintaining digital store content, services, inventory visibility, and Omnichannel experiences across web and app platforms. **Contribute to Ecommerce Roadmaps & Initiatives** - Provide NAM retail and guest experience input to Ecommerce and Digital Product teams to support Omnichannel roadmap planning and help ensure retail and guest requirements are considered in future enhancements. - Share data, insights, and operational feedback to inform prioritization discussions for digital capabilities that strengthen the connection between ecommerce and retail, including inventory visibility, fulfillment services, store discovery, and post-purchase experiences. - Support the development and rollout of new Omnichannel capabilities including Click & Collect, Endless Aisle, store inventory visibility, Buy Online Ship to Store, and future fulfillment experiences. - Provide guest, store, and operational impact assessments for new digital capabilities, ensuring solutions are scalable, support operational excellence, and enhance the guest experience. - Support the investigation, testing, and resolution of Omnichannel service and platform issues, partnering with Ecommerce and Technology teams to ensure a stable and reliable guest experience. **Support Digital Performance & Insights** - Track, analyze, and summarize the impact of Omnichannel digital initiatives on store traffic, service adoption, conversion, guest engagement, and store-driven sales performance to support decision-making. - Partner with Analytics teams to identify opportunities, trends, friction points, and guest behaviors, translating insights into recommendations that improve revenue, adoption, and operational effectiveness. - Support the development of reporting and performance scorecards that provide visibility into the health, effectiveness, and adoption of Omnichannel services across digital channels. **Optimize Digital Store Experiences** - Own the accuracy and consistency of how Arc'teryx stores are represented across digital touchpoints, helping guests discover store locations, inventory availability, services, events, and fulfillment options. - Partner with cross-functional teams to improve how guests discover stores, shop available inventory, engage with store services, and connect with retail locations through digital experiences. - Support the continuous enhancement of Click & Collect, fulfillment, and store-focused experiences across Arc'teryx web and app platforms to improve traffic, conversion, and guest satisfaction. - Review guest-facing communications related to Omnichannel services, ensuring messaging is accurate, clear, and aligned with service expectations. - Analyze competitor experiences, industry trends, and evolving guest expectations to identify opportunities that strengthen Arc'teryx's Omnichannel capabilities and market differentiation. **Support Continuous Improvement & Future Capabilities** - Partner with Product, Technology, and Analytics teams to identify opportunities for AI-driven guest experiences, intelligent recommendations, and enhanced digital-to-store engagement. - Maintain a list of digital experience improvement opportunities informed by guest feedback, operational insights, analytics, and evolving business priorities, and support prioritization discussions with the Senior Manager and cross-functional partners. - Collaborate with internal teams and external partners to support testing, implementation, and continuous optimization of new digital experiences and Omnichannel capabilities. - Maintain Omnichannel documentation, guest journey maps, business requirements, process flows, system summaries, and knowledge repositories to support operational readiness, roadmap planning, and cross-functional alignment. - Provide store and operational impact assessments for future digital capabilities, helping ensure new experiences are scalable, operationally sustainable, and aligned to business and guest experience objectives. - Contribute insight and recommendations that support Arc'teryx's future-state Omnichannel planning and strengthen the connection between digital and physical retail experiences. ### Here are some of the things you could be working on in the future: - Advancing the digital guest experience for Omnichannel services across web and app platforms, including enhancements to Click & Collect, Endless Aisle, store inventory visibility, and future fulfillment capabilities. - Supporting the development of AI-enabled experiences that improve service discovery, personalization, guest engagement, and the connection between digital and physical retail channels. - Supporting new store openings and major business initiatives by enabling digital store experiences, inventory visibility, service setup, and localized content across digital channels. - Partnering with Digital Commerce, Product, and Analytics teams to identify emerging opportunities, measure business impact, and provide input into future Omnichannel roadmap discussions. ### Are you our next Specialist Omnichannel – Digital Experience? - You have post-secondary education related to Business, Operations, Ecommerce, Project Management, Digital Experience, or a related field. - You have experience working across Ecommerce, Digital Experience, Retail Operations, Omnichannel, Product Management, or related business functions. - You have a strong understanding of digital customer journeys, ecommerce experiences, UX principles, and Omnichannel services. - You are comfortable working across multiple teams and can effectively translate guest, store, and business needs into actionable recommendations. - You have experience analyzing performance metrics, identifying trends, and using data to support business decisions and experience enhancements. - You communicate clearly with cross-functional partners and can summarize insights, risks, and recommendations for leaders. - You are proactive in identifying root causes, solving problems, and supporting continuous improvement. - You are naturally curious about emerging technologies, AI-enabled experiences, and the future of retail. - You remain highly flexible and adaptable when faced with ambiguity. - You can manage multiple priorities and stakeholders in a fast-paced environment. - Your passion for your work is paralleled by your passion for getting outside and living it. ### Compensation: The salary range for this role is: CAD$82,000 - CAD$108,000.