Senior Director, eCommerce

Open Farm

2d•Hybrid

About The Position

At Open Farm we are transforming the way people feed their pets, with a focus on producing premium, healthy food and treats, all ethically sourced from farm-to-bowl. Headquartered in Toronto and with team members across the US, Open Farm is one of the fastest growing CPG companies in North America. We believe that the best foods are made with consciously sourced, top-quality ingredients from farmers and fisheries who believe in doing good for all animals and the environment. 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 required to manage platforms, integrations, and external production partners.

Requirements

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

Responsibilities

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.
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.
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.
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.
Act as the connective tissue between Marketing, CRM, Analytics, and Technology.
Communicate priorities and performance clearly to senior leadership.

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.

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