The E Commerce Manager oversees all in-store E Commerce operations, ensuring efficient handling, care, storage, and distribution of E Commerce goods. This role drives service standards, leads the E Commerce team, and ensures accurate, timely fulfillment of all online orders. The Manager is responsible for optimizing workflow, improving fulfillment performance, and supporting company-wide E Commerce objectives.

Description of Job Responsibilities:
Customer Service

• Sets the standard for exceptional customer service for internal and external customers.
• Ensures high service levels throughout the entire E Commerce process—from order receipt to shipment.
• Monitors fulfillment performance and ensures timely resolution of customer-impacting issues, aiming for resolution within 24 hours.
• Has ownership and pride for each order shipped by ensuring the merchandise is a ‘new’ condition, free of all security tags and is exactly what the customer ordered.
• Coaches team members on delivering consistent, high quality service.

Operations

• Oversees all order processing, packing, and outbound shipment preparation, ensuring product care, accuracy, and strong visual presentation.
• Organizes, assigns, and monitors incoming E Commerce fulfillment requests, ensuring all quality and quantity standards are achieved.
• Investigates and resolves quantity or quality discrepancies; ensures appropriate adjustments are completed.
• Maintains efficient E Commerce processing and stock areas to ensure accessibility and operational flow.
• Ensures all operational reporting is completed accurately and within required timelines.
• Communicates daily with E Commerce support teams and reports on productivity, challenges, and workflow improvements.
• Continuously looks for ways to improve fulfillment speed, accuracy, and efficiency.

Leadership

• Leads, motivates, and develops E Commerce associates through coaching, ongoing feedback, and strong personal example.
• Models standards for customer service, cleanliness, health and safety, dress code, and adherence to company policies.
• Ensures all Occupational Health and Safety Act (OHSA) responsibilities and reporting requirements are followed.
• Builds a positive team culture that emphasizes accountability, teamwork, and strong communication.

Training

• Ensures all E Commerce staff complete required training within designated timelines.
• Leads or participates in daily huddles and weekly team meetings to reinforce priorities, address challenges, and drive performance.
• Trains staff on new processes, equipment, and best practices as required.

Essential Requirements and Qualifications

• Excellent organizational and time management skills.
• Ability to work independently while managing, scheduling, and motivating staff.
• Strong multitasking ability in a dynamic, fast paced environment.
• Strong written and verbal communication skills with attention to detail and accuracy.
• Ability to lift cartons/bags over 30 lbs as required.
• Excellent interpersonal skills; able to build strong working relationships within a team environment.
• Participative yet assertive leadership style; leads through example, coaching, and collaboration.
• Strong sense of urgency when addressing business, customer, or staff needs.
• Proficiency ecommerce operating platforms, Microsoft D365/Office

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Who We Are;

Sporting Life is a leading, iconic Canadian sports lifestyle retailer. Since 1979, we've been committed to providing our customers and their families with the best possible experience—and we are continuously working to improve it every day. We offer the best in outdoor apparel and fashion, footwear, equipment and accessories for men, women and kids. The mix of sport and fashion is what makes us unique.

YOU live for the great Canadian outdoors and take pride in living the Sporting Life. You relish in the exhilarating experience of skiing, snowboarding, cycling, running, tennis, hiking and camping and want to inspire our customers to do the same. You believe in the spirit of team, adapting to the ever changing retail environment, being part of constant innovation and working alongside the best leaders, associates and vendors in the business. We are looking for those who live what we sell every day and who celebrate the love of sport and an active way of living.

Sporting life is a member of the Sporting Life Group, a Fairfax Financial Holdings Limited company, and is a leading Canadian sports lifestyle retail organization comprising iconic banners, Golf Town, Sporting Life and Team Town. Operating from coast to coast, both Golf Town, Sporting Life and Team Town’s fleet of stores inspire Canadians to get outside and live an active lifestyle, whether it’s playing some of Canada’s top golf courses, running through community trails, experiencing the exhilarating feeling of the hills, or any sports activity in between fit for the individual or whole family.

Come work with us! Experience what it’s like to work in a fun and engaging environment where you’ll be challenged and inspired to contribute to both brands and surrounded by like-minded teams who have a passion for the game of golf, are devoted to outdoor and team activities and sports.