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Role Description

The Senior Director of Ecommerce will own the day-to-day operation, performance, and evolution of the brand’s ecommerce platform, with a primary focus on subscription-led growth, customer lifecycle optimization, and long-term LTV expansion. This role is accountable for ensuring the website operates as a high-performing commercial engine—balancing technical excellence, customer experience, data integrity, and operational efficiency.

This leader will sit at the intersection of technology, analytics, CRM, and retention, translating business objectives into a clear site roadmap and execution plan. The ideal candidate brings hands-on experience running a subscription-first ecommerce model, deep understanding of customer behavior over time, and the technical fluency to manage platforms, integrations, and external production partners.

What You Will Own and Drive

• Ecommerce Site Operations & Performance
  • Own daily operations of the ecommerce website, ensuring site stability, speed, conversion performance, and seamless customer experience.
  • Act as the primary business owner of the site, accountable for uptime, releases, QA, and ongoing optimization.
  • Partner with Marketing, Retention, CX, and Operations to support acquisition, onboarding, and repeat purchase behavior.
• Subscription, Retention & LTV Growth
  • Lead ecommerce strategy through the lens of subscription economics and customer lifetime value.
  • Own and optimize the end-to-end customer lifecycle from acquisition through retention and reactivation.
  • Implement site-based levers to improve retention, reduce churn, and increase LTV.
• Technology & Platform Ownership
  • Serve as the business owner for Shopify and key integrations.
  • Own the ecommerce technology roadmap and backlog.
  • Manage and oversee external tech production and development agencies.
• CRM, Data & Analytics
  • Partner with CRM teams to align site behavior with lifecycle strategies.
  • Leverage Looker and analytics tools to monitor performance and subscription cohorts.
  • Ensure data accuracy across ecommerce and analytics platforms.
• Cross-Functional Leadership
  • Act as the connective tissue between Marketing, CRM, Analytics, and Technology.
  • Communicate priorities and performance clearly to senior leadership.

Key Success Metrics

• Subscription retention and churn reduction
• LTV growth and cohort performance
• Repeat purchase and subscription expansion rates
• Site conversion, speed, and operational stability
• Roadmap delivery and execution quality

Qualifications

• 10+ years of ecommerce experience with senior-level ownership of a DTC website
• Proven experience in a subscription-led ecommerce business
• Deep understanding of customer lifecycle, LTV, and retention strategy
• Hands-on experience with Shopify, CRM platforms, and ecommerce integrations
• Strong working knowledge of Looker or equivalent analytics tools
• Experience owning a tech roadmap and managing external agencies

Benefits

• An opportunity to grow, develop, and thrive within a mission-driven, dynamic, and fast-growing company alongside thoughtful and passionate individuals.
• Competitive compensation and a full suite of benefits, including a monthly pet feeding program for someone who loves to keep their pet well-fed year-round.
• Great office culture (with numerous adorable pets!) where your pet interrupting a video call or meeting is the norm.
• Comprehensive healthcare coverage and RRSP plans with company match.
• Discounted food, apparel, and insurance for your furry family members.
• PTO plus company-wide wellness and personal days to support your well-being.
• Volunteer days to give back to our community.