Town Shoes Manager, Fulfillment Operations in Toronto, Ontario

Manager, Fulfillment Operations

The Manager, Fulfillment Operations improves the customer experience across all fulfillment channels; Ship from Store, and vendor drop ship. The leader of fulfillment drives the use of reporting and data analysis to improve processes and compliance of systems, inventory accuracy, administration and compliance. This position reports to the Director, eCommerce.

Essential Duties and Responsibilities:

  • Works with cross functional team to challenge the status quo to meet changing customer expectations.

  • Accountable for fulfillment performance; identifies inefficiencies, influences changes and makes recommendations to internal processes and cross functional business units which will positively impact customer experience.

  • Researches and evaluates innovative technologies that can improve our fulfillment processes; oversees the management execution of approved projects.

  • Oversee 3rd party provider activities.

  • Accountable for the store experience for DSW, The Shoe Company and Shoe Warehouse customers for the ship-from –store, in-store pick-up and ship-to-store program including order routing, inventory issues and expedited orders.

  • Influences business partners (transportation, buyers, planning, digital operations, marketing, etc.) to address expense and service improvement opportunities.

  • Oversees analysis of fulfillment metrics for all channels including accuracy of demand forecasting, capacity parameters by store and shelf replenishment time; works with business units to improve speed to customer.

  • Identifies opportunities for growth from multi-channel data and implements action.

  • Continually drives toward system and configuration improvements to the ordering process.

  • Responsible for product flow to all direct to customer inventory systems to ensure inventory accuracy.

  • Manages the compliance process, providing feedback and upholding enforcement for stores and vendors.

  • Drives the drop ship vendor activation process influences Merchandising, IT and vendor.

  • Oversees administrative programs necessary to the fulfillment process; safety stock, order max, new store set-up, BOSTS shut down and order cancellations.

Required Skills and Competencies:

  • Effective communicator, ability to use data to tell a compelling story to drive change.

  • Advanced analytical skills and an ability to build fact-based recommendations.

  • Ability to interpret large amounts of data and to multi-task

  • Strategic ability to drive future improvements and influence operations or processes with data.

  • Highly accountable; motivates and inspires the business to meet the high standards of compliance to improve customer experience.

  • Demonstrate the ability to analyze problems, propose solutions, and drive issues to resolution

  • Ability develop strong cross functional relationships across the organization and gain buy-in.

  • Key Partners; Store Operations, Customer Service, Procurement, Transportation, Marketing, Merchandising and Buying


  • Diploma/Degree in Commerce, Marketing, Communications or other post-secondary education preferred

  • Minimum of 3-5 years’ experience in store or e-commerce fulfillment.

  • 2 years of operations or customer service

  • An understanding of e-Commerce logistics and reverse logistics strategies.

  • Experience in Retail Merchandising or e-Commerce Operations an asset

  • Strong computer savvy with extensive knowledge of Microsoft Office products specifically Microsoft Excel & PowerPoint

What you will enjoy:

  • Generous merchandise discount

  • Flexible schedules

  • Health/Dental benefits and Life Insurance

  • Unlimited opportunity for growth

  • Competitive compensation plan designed to reward top performers

  • EPIC training and development program

  • Open Door Policy and MUCH MORE!

  • RRSP company match contributions

About Town Shoes Limited

There’s no place like Town! We have the hottest brands, teams who love shoes & fashion, unlimited career opportunities.

Town Shoes Limited has been part of the Canadian retail landscape for over 60 years! We are a fashion footwear retailer with 180+ retail locations across five banners. Our people make the difference at Town Shoes! We are a diverse group of energetic, passionate and innovative footwear enthusiasts delivering EPIC customer service. It’s more fun at Town!

If you love shoes as much as we do…APPLY NOW!

We would like to thank all Applicants for their interest in Town Shoes Limited. Only Applicants selected for an interview will be contacted. Town Shoes Limited is an equal opportunity employer. If selected for an interview, please advise our Human Resources team if you require accommodation during the interview and assessment process. We will work with Applicants to accommodate all accessibility needs.

System ID: 2018-5361

Job Type (EN): Full Time

Job Industry (Choose up to 3 industries) (EN): Internet and Ecommerce, Logistics, Supply Chain and Warehousing, Retail Head Office and Warehouse

Career Level (EN): Experienced, Management

External Company URL:

Post End Date: 1/3/2019