Advisor, Digital Customer Experience

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, our 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 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

As an Advisor, Digital Customer Experience, you will report to the Manager, Digital Customer Experience. Your role will be to improve the online customer experience, from product discovery through to purchase. Site discoverability, category experience and performance monitoring will be your main areas of focus.

You will rigorously analyze online data and customer journeys to develop strategies and provide recommendations that support the continuous improvement of the customer experience. Supported by the Specialist, Digital Category Experience, you will participate in the different phases of projects, including business requirements gathering, category experience analysis, drafting briefs for required optimizations and quality assurance testing.

In addition, you will collaborate with the online merchandising, product management and cross-functional teams to successfully deliver the mandates assigned to you.

Your role

Site discoverability and engagement

• Optimize the product discovery experience by improving the performance of on-site search, including keyword optimization, boosting and burying strategies, product ranking rules, and other related tactics.

• Lead the navigation experience strategy by providing recommendations to improve site structure, including category depth from L3 to L6 and the consolidation of categories, to better reflect customer browsing behaviours within each category. Conduct competitive analyses, performance reviews, identify customer experience pain points, research best practices and analyze user behaviours.

• Develop the product recommendation strategy on the site, including product associations, “complete the look” experiences and cross-selling placements.

• Analyze product listing pages (PLP) to ensure that filters and facets are aligned with key product attributes, and apply searchandising strategies.

• Influence the optimization of product detail pages (PDP) by identifying opportunities to improve content clarity and product understanding in order to drive conversion.

• Work closely with cross-functional teams, including product management, SEO and content, marketing and online merchandising, to understand new product launches, new product features and marketing priorities, ensuring alignment and a consistent, optimized customer experience.

Category experience

• Analyze on-site behaviour and customer feedback, and use competitive benchmarking, A/B testing, online session recordings and other tools to produce insights and recommendations aimed at optimizing the online customer journey.

• Update and optimize landing page content based on thorough analysis, ensuring that pages are engaging and provide the right level of information to guide customers through their online journey.

• Support product launches, brand campaigns and promotional periods through thoughtful web merchandising across the full conversion funnel, including navigation, search, category pages and PDPs.

• Develop design briefs and copy decks for design and integration teams to implement recommendations. Manage project timelines and be accountable for final delivery.

• Participate in quality assurance testing of deployed changes before they go live.

• Support the Specialist, Online Category Experience, with certain deliverables when required.

Performance monitoring

• Monitor and analyze website performance indicators, such as traffic, click-through rate, bounce rate, conversion and other relevant metrics, to identify improvement opportunities by category and actively contribute to continuous improvement.

• Produce project reports and/or dashboards to measure performance before and after changes are implemented. Identify relevant key performance indicators (KPIs) to demonstrate the impact on the customer experience.

The qualifications we are looking for

• Bachelor’s degree in business administration, marketing, communications, finance or a related field.

• At least 5 years of experience in digital / eCommerce. Retail experience is considered an asset.

• At least 3 years of experience working with web analytics tools, such as Adobe Analytics. Experience with Adobe Analytics is considered an asset.

• Excellent analytical skills and demonstrated ability to generate actionable recommendations through a data-driven approach.

• Intermediate Excel skills, including VLOOKUP and pivot tables.

• Strong knowledge of UX and eCommerce best practices and principles.

• Flexibility, autonomy and ability to thrive in an ambiguous, fast-paced and constantly evolving environment.

• Strong attention to detail; ability to manage multiple requests and follow up to ensure proper execution of tasks.

• Initiative, proactivity, clear communication skills and a solution-oriented mindset.

• Strong team spirit and excellent collaboration skills.

By joining the RONA family, you’ll enjoy many benefits, such as:

• 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

• Electric car charging stations

• A fitness centre, sports activities, and showers

• Exclusive employee discounts, plus a 10% discount on store merchandise (at all RONA locations)

• Benefits: retirement savings plan, annual bonuses, student incentive program, etc.

• Access to the GreenShield+ telemedicine platform, including virtual consultations with healthcare professionals and pharmacy services

• 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!

If selected for an interview, please advise our Human Resources team if you require accommodation during the interview and assessment process and we will work with you to meet your accessibility needs.

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.