E-Commerce, Special Events, and Assistant Retail Floor Supervisor

Staff – Union

Job Category
CUPE 116

Job Profile
CUPE 116 Salaried – Storekeeper (35 hr)

Job Title
E-Commerce, Special Events, and Assistant Retail Floor Supervisor

Department
Retail Sales UBCV Bookstore Student Housing and Community Services

Compensation Range
$4,674.00 – $5,074.00 CAD Monthly

Posting End Date
October 23, 2023

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.

Job End Date

The schedule for this position is Tuesday – Saturday.

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career. 

Job Summary
This position supervises the e-commerce team who are responsible for reviewing and maintaining content on the UBC Bookstore website. The supervisor also develops customer engagement via surveys and loyalty programs, and provides oversight and supervision to the retail floor and campus special events.
Organizational Status
Reports to the Store Manager.
Work Performed

E-Commerce:

• E-commerce supervision: Responsible for the day-to-day staffing duties of the e-commerce team.

• E-commerce Strategy Support: Contributes to the creation of e-commerce strategy and oversees the execution at a tactical level. Works with Marketing to create relevant metrics that align with overall business strategy.

• Website Management: Oversees the day-to-day management of the e-commerce website, ensuring a seamless and user-friendly experience for customers. Ensures that the e-commerce team regularly updates the product listings, content, and promotions to optimize conversions. Uses SEO and SEM tools to enhance customer engagement. Monitors website for product issues. Creates processes that improve workflows between the e-commerce team and the buying team. Liaises with buyers to resolve problems if needed or assigns product problem resolution tasks to the e-commerce team. 

• Sales and Revenue Optimization: Monitors key performance indicators (KPIs) such as traffic, conversion rates, and average order value to identify trends and implement strategies to increase sales and revenue. Utilizes data and analytics tools to track performance, generate reports, and present insights to management. 

• Digital Marketing Integration: Collaborates with the marketing team to align e-commerce initiatives with marketing campaigns, social media efforts, and email marketing activities to drive traffic and sales.

Research:

• Customer Experience Enhancement: Continuously improves the online shopping experience to maximize customer satisfaction and loyalty. Creates surveys to gather customer feedback and implement improvements based on insights.

Special Events:

• Organizes setups for in-store and off-site events that align with UBC campus activities. These activities include planning for trailer setups at UBC sporting events and may also include setting up pop-up retail booths at various locations both on and off campus. The candidate will be responsible for:

• ​Works with Bookstore buyers to ensure there is adequate in-stock position to support upcoming events.

• Provides training to staff and ensuring there is sufficient staffing for each event.

• Works within allocated budgets for each pop-up event, tracking expenses, and reporting financial performance to management.

• Monitors sales performance and make product or signage suggestions as needed

• Executes the marketing team’s eventing calendar and staffing promotional campaigns to attract customers to both off-site and in-store events.

• Fosters a positive and engaging shopping experience for customers. Providing excellent customer service and addressing any issues or inquiries.

• Stays updated on industry trends, competitor activities, and customer preferences to enhance the effectiveness of the pop-up sales strategy.

Supervision (Retail Floor):

• Works as part of the retail floor supervising team and assists in supervising all functions on the retail floor.

• Ensures that the Bookstore’s merchandising standards are maintained in-store and off-site.

• Monitors customer service standards on the selling floor to ensure that the standards are maintained and handles customer relations issues and problems by initiating appropriate action.

• Supports selling functions at service desk and provides coverage as needed.

• Assists in training programs to provide ongoing training and development for the retail floor staff in the areas of selling skills, customer service, product knowledge, merchandising and new equipment and procedures. This may sometimes include facilitating and coordinating training programs as deemed necessary.

• Maintains current knowledge and expertise in the retail industry by attending trade shows, conferences and related seminars.

• Assists Store Manager in establishing goals and objectives for the retail floor; Participates in long-range planning, and the development and review of store policies and procedures.

Consequence of Error/Judgement

Responsible for accuracy, meeting timelines and the satisfaction of both in-store and off-site customers. Failure to provide the appropriate level of service has reputational risk consequences, cost overruns, and possible loss of business. E-commerce errors also result in negative customer experience, which could also have serious financial consequences for the Bookstore and the University.
Supervision Received

Works under administrative direction receiving specific instructions only on unusual problems or on matters, which depart radically from established policy and procedures.
Supervision Given

Oversees two e-commerce level staff, who provide content for the website on an ongoing basis. Provides training, guidance and monitoring the work of additional web support and online store employees in lower classifications mainly focused on improving service for the rush periods. Provides support and supervision to the Online Store Team during Rush periods and when the online store supervisor is away.
Minimum Qualifications
High school graduation and a minimum five years of related experience or an equivalent combination of education and experience.
– Willingness to respect diverse perspectives, including perspectives in conflict with one’s own

– Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

• Proven experience as an e-commerce Manager or in a similar role using e-commerce analytics tools and data-driven decision-making, website management, and digital marketing practices.

• Supervisory experience in a retail environment.

• Supervisory experience in driving loyalty and customer engagement in a retail setting.

• Experienced supervision in driving sales at pop-up stores and off site locations.

• Excellent project management skills and ability to coordinate cross-functional teams.

• Exceptional communication, negotiation, and interpersonal skills.