B2B Experience Manager (Hybrid, Boucherville QC) Fluent in French
Language English
Français (CA)
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Please note that:
Our Hybrid Workplace Policy establishes that associates need to have a reliable transportation to and from our corporate head office located in Boucherville (Quebec), to come to the office on a regular basis.
We require all our head office associates to be proficient in French, spoken and written.
3 days office / 2 days remote
At RONA, over 22,000 employees let their passion blossom every day. Our teams are driven by the desire to help people bring their projects to life and are committed to making a difference in the communities we serve.
We operate or service some 425 corporate and affiliated dealer stores. With a distinctive product and service offering and complementary store formats ranging from neighbourhood hardware stores to big box stores, our RONA+, RONA, and Dick ’ s Lumber banners are well equipped to help meet the needs of all DIYers and contractors.
You ’ ve got the talent? We ’ ve got the tools! Here, your work and ideas will contribute to building a flourishing organization. Your voice will always be heard and valued. You ’ ll find career opportunities that live up to your ambitions and be able to further develop your unique set of skills.
So, if you ’ re looking to do what you love, we could be a perfect match
Our expectations
The B2B experience manager will support the development and execution of digital initiatives tailored to B2B audiences, ensuring that our platform delivers a seamless, user-friendly experience that drives engagement and meets client needs. This role involves analyzing user data and feedback to continuously improve PRO experience on digital platform, managing cross-functional teams to align digital efforts with broader business objectives, and staying ahead of industry trends to implement innovative solutions. Their goal will be to create a compelling, efficient, and integrated digital experience that supports our clients' business goals and strengthens our relationships with our accounts and sales teams.
Your role
· Understand the different segments of our professional clientele and the processes used by them to interact with our OSR and/or our stores to become the dedicated PRO subject matter expert.
· Analyze business PRO needs and define strategies to enhance their end-to-end experience in Canada.
· Responsible for mapping the processes between the digital solutions to the ops teams to deliver a complete end to end experience.
· Analyze, identify and provide insights to the digital team as to the processes and tools to add to the platform to make it indispensable for our customers.
· Responsible of training and change management, in collaboration with the HR department, for all it’s new processes.
· Serve as a strategic contact point between sales representatives, store ops teams, online merchandising, program management, to get their commitment and deliver a complete end to end experience.
· Participate in competitive research on best practices in digital customer experience and make strategic recommendations.
· Collaborate, in partnership with the digital team, of driving logins, conversions and average order value to the platform.
· Collect and analyze customer feedback to guide strategic decisions and implement performance indicators to measure the effectiveness of initiatives.
· Have a strong understanding of order fulfillment processes and work with the procurement team to identify and implement improvements.
· Train and mentor team members on best practices on PRO customer experience .
The qualifications we are looking for
· Experience in a similar role, preferably in an e-commerce or online customer service environment.
· 7 - 10 years of experience in B2B business in a strategic position or equivalent
· Ability to work in a multifunctional environment, manage directly and using influence.
· Excellent written and verbal communication skills in French and English.
· Diploma in digital commerce, business administration or relevant field.
· Ability to analyze data and understand customer needs to guide decisions.
· Store and sales experience is a great asset.
· Knowledge of web analytics tools, CRM systems, POS systems trends in the renovation and hardware market, and a good understanding of order fulfillment processes.
· Degree in marketing/e-com, communication, business management, or a related field.
· Experience in project management and team leadership is a plus.
· Bilingualism (French and English) is essential.
By joining the RONA family, you ’ ll enjoy many benefits, such as:
A fitness centre, sports activities, and showers
A childcare centre that can accommodate up to 78 children
A cafeteria with a delicious menu prepared by a dedicated chef, healthy options, as well as FARO Roasting Houses and Tim Hortons coffee stations
Exclusive employee discounts, plus a 10% discount on store merchandise (at all RONA locations)
Benefits: retirement savings plan, annual bonuses, student incentive program, etc.
Electric car charging stations
Career growth opportunities within the company
An inclusive and safe working environment
Promotion of work-life balance
An employer that ’ s involved in the community
And much more!
RONA is committed to encouraging diversity and inclusion. We are pleased to consider applications from all qualified candidates, regardless of race, colour, religion, sexual orientation, gender, nationality, age, disability, or any other protected status.
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