Experience

Director, Digital Site Operations

at Hudson’s Bay, Toronto from December 2024 to May 2025

Led the Digital Merchandising, Product Information and Site Ops teams, fostering engagement, performance, and professional development.
Owned and drove the Digital Site Operations strategy and roadmap to increase online conversion and profitability YoY.
Participates in cross-functional processes, delivering digital insights on customer behavior, industry best practices, and site performance metrics.
Managed and optimized digital merch tools, product information management, onsite search, recommendations, and reviews, ensuring maximum value from toolsets and vendors.
Participated in new site feature development and worked closely with the Digital Product, UX & Tech teams
Reported and analyzed key eCommerce metrics to identify trends, improve conversion and online sales

Sr. Manager, Digital Site Operations

at Hudson’s Bay, Toronto from October 2022 to December 2024

Served as a point of contact for incoming requests, developing processes and workflows to support with triage, prioritization and implementation
Analyzed site performance, user behaviour and operational data in order to inform priorities and recommend site enhancements
Partnered with Product, UX, Tech teams and other partners to execute on operational requests, address defects and implement improvements
Coordinated site updates requiring support across multiple teams within ecommerce or the business
Led development of new processes and documentation to ensure team efficiency
Actively participated in QA efforts for the implementation of new site features
Supported with the implementation of analytics and tracking requests
Supported with research and development of business cases for new technology, tools, or site enhancements
Supported with project management and ecommerce planning process
Led and developed team of Site Operations analysts

Manager, Digital Site Operations

at Hudson’s Bay, Toronto from August 2021 to October 2022

Served as a point of contact for incoming requests, developing processes and workflows to support with triage, prioritization and implementation
Analyzed site performance, user behaviour and operational data in order to inform priorities and recommend site enhancements
Partnered with Product, UX, Tech teams and other partners to execute on operational requests, address defects and implement improvements
Coordinated site updates requiring support across multiple teams within ecommerce or the business
Led development of new processes and documentation to ensure team efficiency
Actively participated in QA efforts for the implementation of new site features
Supported with the implementation of analytics and tracking requests
Supported with research and development of business cases for new technology, tools, or site enhancements
Supported with project management and ecommerce planning process
Led and developed team of Site Operations analysts

Assistant Manager, Digital Site Operations

at Hudson’s Bay, Toronto from May 2021 to August 2021

Improved efficiency by identifying, tracking, troubleshooting and resolving daily operational issues while building knowledge as a system and process expert and act as technical liaison between the Digital Product Onboarding, Ecommerce Merchandising Teams and Tech.
Prepared and distributed Product Information reporting to support business needs and drive efficiencies.
Supported ongoing maintenance and adjustments to our Ecommerce systems, including Salesforce, PIM and Mirakl
Developed SQL queries to research, analyze, and troubleshoot data. Extracted relevant data from a large datasets to create business reports.
Led the Digital Ops team by building, hiring, developing, and managing the analysts on the team
Responsible for ongoing training and systems documentation for the Digital Product Onboarding and Ecommerce Merchandising Teams. Support operational knowledge sharing processes across Digital Product Onboarding and Ecommerce Merchandising Teams.
Researched and react to customer feedback from multiple channels
Partnered with cross functional teams to liaise with 3rd parties
Improved customer experience ratings, conversion metrics, repeat customer rates, reduced return rate
Followed up on timely resolution and communication of all issues
Impacted operational improvement strategies: reduced item setup turnaround time, reduced defect rate, reduced inventory issues
Actively participated in QA efforts for the implementation of new site features

Digital Site Operations Analyst

at Hudson’s Bay, Toronto from Feb 2021 to May 2021

Critical business contact and liaison connection all departments of eCommerce group with the traditional brick and mortar store teams, omni channel store operations, fulfillment centre, call center, bridal registry and service excellence
Fulfillment centre relationship focuses on inventory, fulfillment, returns, receipts, business development, construction and business improvement assignments, promotional activity consideration, and delivery and vendor compliance.
Provided weekly analytics on sales, promotions and ad hoc reports
Worked across teams to develop solution approach options to business process gaps.
Discovered and documented gaps between desired process and current processes
Provided promotional auditing and communication
Provided in-depth and high quality analysis of site operations: overall business, promotions, emerging trends, growth opportunities, etc.
Supported promotional period strategy and planning
Assisted in developing customer facing programs
Actively participated in QA efforts for the implementation of new site features

Manager, eCommerce Item Set Up

at Hudson’s Bay Company, Toronto from September 2016 to April 2020

Managed the item set up process inclusive of web attribution and classification. Ensured timely live date of products and accurate information. Tracked & reviewed team quality metrics and defined ways to improve.
Worked with Merchandising Performance Optimization and Merchandise Operations teams to identify and reduce process or system inefficiencies and reduce defect rate.
Daily sign-off on web site publication; ensured team has completed thorough quality assurance of designated merchandise areas of responsibility. Oversaw the testing of all site item publishing in coordination with weekly site refreshes, functionality and assist in the Merch Ops testing of marketing initiatives. Daily workflow maintenance management.
Responsible for owning the relationship with Buying/Sample Management team, editorial copy team, and vendors for multiple categories of business.
Led a team of 4. Managed, mentored and developed team for future growth within the department and organization

Associate eCommerce Site Merchandiser

at Hudson’s Bay Company, Toronto from August 2014 to September 2016

Implemented editorial and special content setup for multiple categories.
Executed merchandising strategies online through custom product assortments and brand-specific merchandising requests to contribute to overall business goals.
Reviewed and set up linking for creative briefs.
Identified process and system inefficiencies
Tested site content.
Reported on editorial, section, and navigation metric results.

Coordinator, eCommerce Merchandising

at Hudson’s Bay Company, Toronto from October 2013 until August 2014

Audited requisition forms and confirmed all legal copy and vendor images have been received.
Executed all preparatory steps for monthly product releases including: uploading copy, assigning categories, size charts and sequence numbers.
Partnered with merchandise teams to identify items that will be included in weekly POS promotions and uploads items to offer categories.
Re-sequenced items based on seasonality, traffic patterns and selling and ensures all color names and color groups are customer friendly.
Tracked customer shopping patterns in Google Analytics and implements learning into merchandising decisions.

eCommerce Merchandise Associate

at Hudson’s Bay Company, Toronto from February 2013 until October 2013

Categorize merchandise attributes based on style description
Check-in vendor images and submit them to imaging for processing
Work in content management system on tasks such as re-name colors, remove items from categories, help set up categories and upload QRC codes
Help tag samples/gather information for on-model photoshoots
Swiftly respond to and correct site issues flagged from customer service team
Audit the website regularly and communicate any issues found

Category Manager – eCommerce

at The Green Beanery, Toronto from April 2009 until September 2012

Sector: eCommerce, online shopping

Category, products: Green (Unroasted) and Roasted Specialty Coffee Beans

Managed the growth and development of Green Coffee category – achieved 30% increase in coffee sales due to strategic and well planned replenishment of the stock.
Increased the assortment of offered coffee with 20% to total of 115 varieties from about 40 countries, and total number of coffee SKU to 1400.
Ordered coffee beans from domestic suppliers and imported coffee directly from Jamaica, Hawaii, Indonesia, Yemen and Nepal.
Monitored and analyzed day to day inventory levels and replenishment needs.
Recorded and updated the quantity, type and value of stock on hand using computerized inventory system, reconciling calculated inventories with physical counts.
Applied changes in the coffee prices
Responsible for new coffee products and new vendor set-up into the replenishment system.
Launched new products – created product pages (content and attributes) for every new coffee product.
Provided guidance and support to colleagues at both stores with regards to the coffee category.
Managed the transfer of coffee products between the stores.
Managed the Small Roasteries Loyalty Program, by tracking the annual sold wholesale coffee quantities and communicating directly with wholesale customers.
Provided guidance and support to the customers in person and on the phone with placing and completing their online orders with focus on their needs, and many times leading to up-selling and cross-selling.

Marketing and Sales Specialist

at Assarel-Medet Jsc Panagyurishte, from 1999 until 2007

Sector: Mining Products: Copper cathodes, Copper Concentrate, Gold and Silver

Promoted sales to existing clients and identified and solicited potential clients
Provided clients with presentations on the benefits and uses of goods or services
Estimated or quoted prices, contracted terms – terms of payment, term of shipping etc.
Prepared or oversaw preparation of sales or other contracts, and documents like: Invoices, Certificates of Origin, Bills of Lading etc.
Consulted clients after sale, resolved problems and provided ongoing support
Reviewed and adapted to information regarding product innovations, competitors and market conditions
Applied price risk management; hedging – insuring profitable level of copper price for future copper production
Performed production hedging on London Metal Exchange – closely dealt and communicated with brokers and dealers on LME