Marketing Coordinator - Digital

The Royal Conservatory (RCM) is one of the largest and most respected music education institutions in the world, providing the definitive standard of excellence in curriculum design, assessment, performance training, and teacher certification. Graduates from its two performance training programs, The Glenn Gould School and The Phil & Eli Taylor Performance Academy for Young Artists, regularly perform on major international stages.

The RCM is also a leader in the development of early childhood education programs and arts-based social programs, and presents a diverse range of concerts featuring the finest Canadian and international artists in its magnificent performance space, Koerner Hall. Please visit  for more information.

Reporting to the Senior Manager, Digital Marketing & eCommerce, the Marketing Coordinator - Digital is responsible for maintaining the process of daily B2C orders received for fulfillment via the RCM Canadian and US e-stores via Shopify, optimizing SEO, and updating the RCM websites. This role requires leveraging our systems to initiate all outbound shipping processes and working with reporting generated by the system.

This role works alongside the Associate Manager, eCommerce & Dealer Management to ensure timely and accurate fulfillment of orders via data between Shopify, the ERP system, and the third‑party logistics provider’s system. This role liaises closely with IT, Candidate Services, Finance, Marketing, and the RCM warehouses to service customer inquiries regarding e‑store transactions. This is a fast‑paced role that requires the ability to communicate effectively with all relevant parties.

This is a temporary full‑time contract for about 5 months to cover a leave.

Overall

• Daily liaison with logistics provider to track and trace orders.
• Reconcile damaged orders, orders never received, wrong addresses to be replaced or refunded and enter manually into systems.
• Monitor RCM Canadian and US e‑store order fulfilments and inventory levels to ensure on‑time delivery.
• Understand proper follow‑up processes for all customer inquiries related to fulfillment orders generated by their store.
• Investigate any issues and bring forth to the appropriate team members for resolution.
• Track KPIs and customer feedback.
• Assist in generating customer statements, making deposits and following up with customers on overdue balances.
• Assist the team with Shopify reconciliations as required.
• Process Shopify refunds related to books and other customer orders not fulfilled.
• Assist the ERP Specialist with setting up discount codes for campaigns and testing before deployment.
• Support the Senior Marketing Manager, Learning Systems with executing strategic marketing initiatives (i.e. drafting creative briefs, developing paid media campaigns, and monitoring social media).

SEO

• Collaborate with the Senior Manager, Digital Marketing & eCommerce to identify opportunities and tactics related to website architecture, content, linking and other factors to improve search engine result rankings for target keywords and business goals.
• Implement content updates and assist with executing other SEO strategies from external agencies.
• Conduct keyword research, referencing the competitive landscape and market trends, to use throughout digital marketing materials.
• Champion SEO best practices with internal stakeholders.

Web Content

• Update the organization’s websites and subsites including, but not limited to, , smartstart program.org, and , ensuring that web content meets best practices, is of a high standard, and tells our story in a succinct, clear, and compelling manner.
• Provide internal support and expertise to content creators within business units to ensure website revitalization projects prioritize user experience and online journey.

Perform other role relevant duties as required.

• Post‑secondary degree or diploma in Business, Computer Science or Marketing.
• Experience working in a similar E‑Commerce fulfillment role.
• Experience with E‑Commerce systems such as Shopify and/or Magento.
• Experience with ERP systems such as NAV or Business Central is an asset.
• Familiarity…