Manager, Digital Operations

MANAGER DIGITAL OPERATIONSLOCATION: Toronto, CABe a part of a revolutionary changeAt Rothmans, Benson & Hedges Inc. (“RBH”), Philip Morris International’s subsidiary in Canada, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products!With huge change comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to advance your career in endlessly different directions.Embracing Diversity, Equity, And InclusionWe believe that diversity, equity, and inclusion are essential drivers of innovation and success. Our commitment is to create a workplace where everyone feels valued, respected, and empowered to share their unique perspectives.We celebrate the innovation that diversity fosters and recognize that each employee's capabilities, experiences, and perspectives contribute to our teams and our work.About The RoleWill be responsible for managing the planning, execution, and optimization of digital initiatives across Ecommerce, Paid, Owned, and Consumer Programs. The primary purpose of this role is to ensure operational excellence, cross-functional alignment, and continuous improvement in digital delivery across multi-category initiatives. This involves managing a hybrid team, both technical and non-technical, and collaborating with internal and external partners to drive digital projects within agreed scope, budget, resources, and timing. The role also focuses on embedding new ways of working, ensuring compliance with internal policies and digital governance standards, and translating data insights into operational improvements. The role involves managing e-commerce operations and infrastructure projects that support broader online and e-commerce initiatives (CRO, Web, Ecommerce), which currently account for approximately 19% of total volume for IQOS and 5% for VEEV of overall operational throughput (OB'25 targets).Additionally, the Digital Operations Manager is responsible for planning, developing, managing and delivering any digital project from start to end. This includes managing consumer related (B2C) digital projects that initiate within the Digital Team or other streams (Brand/CX/Commercial) but involve Systems Development, while keeping consumer understanding, needs, and data at the center. The role prioritizes strategic objectives against business important metrics and manages the time and materials required for project delivery using internal or consultancy/partner resources.As a business partner to Digital and Consumer Programs teams, the Digital Operations Manager is responsible for the planning and implementation of key digital projects to ensure their successful delivery. The role involves coordinating activities across all Digital teams (Paid, Owned, Ecommerce, CRM) and CX teams, acting as the business interface and owner for key projects between Digital, Consumer Experience, and B2C IT teams. Core responsibilities include planning, designing, and ensuring the delivery of innovative, impactful, and successful digital projects, from system implementations to consumer journey, paid, owned, and earned digital media, as well as ensuring reporting and optimization.Your day to dayProject & Initiative ManagementManage digital B2C initiatives originating from the Digital team or cross-functional partners (Brand, CX, Commercial), ensuring seamless collaboration with systems development while keeping consumer insights, needs, and data at the core of all solutions.Design and implement new processes that streamline workflows and enhance the successful delivery of digital projects, fostering stronger cross-functional collaboration across Digital, commercial teams, and B2C IT teams, while continuously integrating industry guidelines.Strategic PlanningWork closely with other digital partners to develop the strategic digital roadmap, establishing clear prioritisation criteria for projects, technologies, and outcomes. Drive operational efficiency and proactively implement cost-saving initiatives where appropriate.Process Improvement & Operational ExcellenceIdentify operational inefficiencies and streamline processes to enhance team effectiveness. Maintain a continuous focus on process improvement and the adoption of industry guidelines.Oversee the lifecycle of digital planning, development, deployment, and optimisation, providing strategic direction to counterparts and business stakeholders. Manage execution of digital initiatives across Paid, Owned, and Consumer Program strategies, ensuring alignment with budget, resource availability, and delivery timelines in addition to championing continuous improvement of digital processes.Working closely with finance and logistics teams to ensure continuous improvement of e-commerce backend processes. Focuses on driving efficiencies, improving SLAs, and introducing new services and technologies to optimize resource allocation, enhance operational performance, and provide a constantly improving consumer experience.Team Leadership & Resource ManagementManage a diverse hybrid team of technical and non-technical members who constantly work closely with other digital stakeholders, namely ecommerce and owned media teams. Promote a culture of openness, problem resolution, and cohesiveness while monitoring overall team capacity and workload pipeline.Plan, allocate, and manage resources for digital projects based on historical data and team input. Mobilize cross-functional teams (Digital, CX, Legal, B2C, Finance, external partners) as needed. Monitor performance, provide feedback, and promote best practices.Who we're looking forBachelor’s degree Digital Marketing, Computer Science, Information Systems, Engineering, Business Administration or equivalent, Project Management methodologies5-7+ years within a digital/IT/e-commerce role with a strong understanding of backend systems, distribution/logistics, and financial processesExperience managing digital projects and hybrid teamsUnderstanding of different digital marketing disciplines (CRO, paid media, owned media)Strong business and systems optimization skillsKnowledge of tools such as Salesforce, Google Analytics, CS Cart CMSExperience with different project management methodologiesDetail-oriented with a high standard for quality deliverablesExcellent organizationl, communication, and stakeholder management skillsWhat We OfferWe offer the opportunity to join an organization where you can grow in a wide range of business functions. You will have the chance to build your professional expertise, business understanding, and leadership capabilities in a collaborative, challenging environment where we will empower you to take risks, experiment, and explore.Our company fosters excellence in execution and is comprised of dedicated people all working together to continue to grow our status as industry leaders. We offer our employees a competitive salary, an attractive compensation package, including flexible work schedules (where applicable), health and wellness programs, and attractive benefits options.For this position, the salary starts at $141,300 with a full range of benefits.You will also be part of an inclusive, diverse culture where everyone’s contribution is respected. Collaborate with some of the world’s best people and feel like you belong.Equal Employment OpportunityWe are committed to providing equal employment opportunity regardless of race, ancestry, color, religion, marital/family status (including pregnancy), national origin, sex, sexual orientation, gender identity/expression, immigrant and newcomer status, age, citizenship, or disability.We strive to recognize and value diversity and equity, and to ensure the inclusion of equity-deserving groups and the four designated groups under the Employment Equity Act: women, Indigenous peoples, persons with disabilities, and members of visible minorities. We value, respect, and equally support applicants from these groups.Who We AreOur parent company, PMI, is one of the world’s leading international tobacco companies. In addition to the manufacture and sale of cigarettes, PMI is engaged in the development and commercialization of smoke-free products.RBH is thrilled to announce that we have been officially certified as a Great Place to Work, a testament to our commitment to fostering a positive and inclusive workplace culture. Click on the following link to learn more about what RBH believes: https://www.rbhinc.ca/home/what-we-believe.We welcome and encourage applicants to reach their full potential with us. We use artificial intelligence in the form of an algorithmic software in the application process to create efficiencies when sorting applicants and facilitating an effective screening process. Notwithstanding, the artificial intelligence software does not engage in autonomous candidate rejection and requires human intervention in screening relevant applications. If you are unable to apply for a position online or require any further accommodation during our recruitment process, please contact: AODA.RBH@rbhinc.ca.Follow Us On Social MediaRBH LinkedIn: https://www.linkedin.com/company/rothmans-benson-hedges-inc/Facebook: https://www.facebook.com/RothmansBensonHedges/X: https://twitter.com/RBHincRBH website: https://www.rbhinc.ca/#rbh16212