When you join Okanagan College, you’re joining a team that’s transforming lives and communities.
Every course you create, every student you support and every connection you build, it all matters.
Be a part of a vibrant campus community, where the work you do every day truly makes a difference.
### Your Opportunity
Under the direction of the Retail Services & Logistics Manager the Customer Experience and E-Commerce Specialist is responsible for providing a high level of customer service while supporting day-to-day retail operations, including point-of-sale balancing and reconciliation, social media and e-commerce platform updates and marketing/promotional activities. This role supports merchandising and storefront visual presentation, the procurement of textbooks and course materials, and the fulfillment of retail merchandise and internal departmental requests. It also ensures that store communications, including social media, website content, customer emails, and promotional materials, are accurate, timely, and aligned with College brand standards.
### Functions and Duties
- Delivers exceptional customer service by developing rapport, providing accurate information, ensuring a positive shopping experience, assisting with product inquiries, resolving concerns, and facilitating product selection.
- Acts as primary point of contact for all customer emails and in-person questions or concerns. Responds to customer emails and in-person inquiries in a timely, professional manner, including resolving product, service, or technical and product-related issues for digital course materials.
- Performs cashier duties, including point-of-sale transactions, daily reconciliation, float management, and bank deposits in compliance with institutional procedures. Completes the daily balancing and reconciliation of Campus Stores activities and resolves any discrepancies.
- Maintains the Campus Store website, including timely completion of updates and maintenance to promotions, messaging, product listings, photos, pricing, and availability on the Campus Store’s e-commerce platform.
- Assists with the preparation and execution of marketing campaigns, promotions, and seasonal events, ensuring all marketing materials and messaging align with college brand guidelines.
- Supports and participates in Campus Store promotional activities, including pop-up sales and College or Student events (Convocation, Orientation, Services Fair) at all campuses.
- Creates and publishes engaging social media content and other communications that support store promotions, events, and product launches while following OC brand guidelines.
- Maintains high standards of visual merchandising and product displays to ensure a clean, organized, and customer-friendly shopping environment that is appealing and aligned with brand and store aesthetics.
- Supports Campus Store operations through the end-to-end procurement of textbooks and course materials. For retail merchandise and internal departmental orders, processes orders as directed by the Retail Services & Logistics Manager.
- Assists with processing of online orders, including the picking, packing, and shipment of online orders accurately and in a timely manner; process returns or resolve issues as required.
- Accurately process orders for sponsored students within established sponsorship limits and approval processes, maintaining organized and up-to-date records of all sponsored student transactions to ensure accountability and compliance.
- Prepares internal shipment documentation and coordinates shipping/receiving to and from other campuses, vendors and customers.
- Supports other Campus Store staff in covering breaks, absences, or high-traffic periods as needed.
- Support the Campus Store general operations, including inventory restocking, merchandising, and frontline customer service.
- Maintains a clean, safe, and welcoming retail space through daily upkeep.
- Performs other related duties as assigned to support overall store operations and the Ancillary & Business Services portfolio.
### Education and Experience
Completion of a post-secondary diploma in Retail Management, Marketing, Business Administration, or a related field.
Minimum of three (3) years of recent and relevant experience in retail customer service, marketing/promotion, and e-commerce operations.
Demonstrated proficiency in social media platforms, e-commerce systems, web content management systems Microsoft 365, and point-of-sale technology.
Proven experience in product photography, specifically capturing merchandise for use on retail or e-commerce platforms with proficiency in photo editing software to ensure consistency and quality across all images
Demonstrated ability to provide high-quality customer service in a dynamic retail environment.
Creative thinker with strong attention to detail and the ability to maintain brand consistency across all channels.
Demonstrated problem-solving skills and sound judgment in dealing with customer issues and operational challenges.
A valid Class 5 BC Driver’s License, as travel to regional campuses in Penticton, Vernon, and Salmon Arm will be necessary
### Skills and Abilities
Proven commitment to excellence in retail customer service, with strong interpersonal skills and the ability to communicate diplomatically and tactfully with both internal and external stakeholders.
Demonstrates strong business acumen with a clear understanding of how marketing, promotions, and operational decisions impact sales performance and customer engagement.
Skilled in developing clear, professional written communications, including customer correspondence, marketing materials, and promotional content.
Adept at building and maintaining positive relationships with staff, students, clients, and the general public to ensure exceptional service delivery.
Sales-driven and results-oriented, with a demonstrated ability to identify opportunities for service and process improvements within Campus Stores.
Highly collaborative team player who thrives in collegial, fast-paced environments.
Creative and strategic problem solver with a proactive mindset.
Adaptable and open to learning, with a proven ability to adjust quickly to shifting priorities and operational demands.
Excellent time management and organizational skills; able to handle high work volumes, manage conflicting priorities, and meet tight deadlines.
Strong verbal and written communication skills, with responsiveness to time-sensitive issues and the ability to provide timely, effective updates.
Capable of making data-informed purchasing decisions with attention to accuracy and financial impact.
Effective at conflict resolution and negotiation, with experience managing vendor relationships and service agreements.
Demonstrated ability to identify inefficiencies in complex processes and recommend innovative, actionable solutions.
Trustworthy decision-maker with the ability to integrate process, technology, and data to support operational excellence.
Technically competent with strong computer skills, including proficiency in Microsoft 365, social media management tools, and online collaborative platforms. Skilled in using marketing analytics and reporting tools to track campaign performance, customer engagement, and retail trends.
Able to lift up to 30 lbs and perform bending, lifting, and other physical tasks related to stocking shelves, setting up merchandise displays, order processing, and shipping/receiving duties.
Maintains a consistently positive, professional attitude.
### Our Values
Students first: Creating meaningful life-long educational opportunities of the highest quality for alumni, current, and future students is at the heart of everything we do.
Community: We are one College. We enthusiastically embrace the opportunity to work with, learn from, and support everyone we encounter collaboratively and collegially.
Respect: We welcome, embrace, and celebrate that which make us unique in creating an environment in which every individual is valued, affirming our commitment to human dignity for all.
Courage: We are courageous in our actions in areas that contribute to positive change in our communities and beyond. We have the courage to be vulnerable. We are truthful, sincere, and act ethically with honesty and fairness.
Relationships: We steward meaningful relationships built on a foundation of reciprocity. We are compassionate, empathic, and care for the holistic well-being of students, employees, community members, and the land.