Coordinator, Community Management & Content Creation

Company Description

Current Indigo employees should apply through the Internal Mobility page using your @indigo.ca email address.

Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 170 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.

Who We Are

• We love books and all things beautiful
• We are Canada’s Cultural Department Store
• Books are our heart and our soul and Great Books are JUST the Beginning…

We Play By The Following Rules

• Our job is to create joyful moments for our customers
• We inspire each other to do our best work
• We give back to the communities in which we operate
• We exist to add joy to our customers’ lives each and every time they interact with us and our products
• We treat each other the way we’d treat a valued friend
• We seek to ignite creativity and innovation every day

The Coordinator, Community Management & Content Creation is responsible for monitoring/analyzing/reporting on Indigo’s social channels as well as creating/ideating video content for our social channels, including, but not limited to, Instagram, Facebook, Twitter, TikTok, Pinterest, YouTube and LinkedIn. This hybrid role seamlessly weaves Indigo’s brand values, tone, and voice together by managing our community and brand needs and creating and deploying content across our social channels. The role will include calendar management/development, content deployment, content monitoring/engagement, and strategic social listening.

KEY PERFORMANCE METRICS

• Growth of content channels, including followers, engagement and impressions
• Insightful content analysis
• Increased traffic, natural search and engagement from content
• Accurate and timely execution of key content marketing initiatives
• Increased positive brand sentiment and awareness
• Internal stakeholder satisfaction

Key Accountabilities

Functional

• Compilation of data, extraction of insights and tactical execution.
• Challenge the status quo by identifying areas for improvement, diagnosing issues and working to resolve them.
• Keep informed on changing technologies and their applications.
• Act as a customer service extension, partnering with the appropriate cross-functional partners and acting as the outward-facing voice of our brand across channels.
• Conduct social media listening and sentiment analysis.
• Schedule, monitor and respond to social media posts and the community, escalating issues to the appropriate stakeholders as needed.
• Proactively identify and anticipate customer expectations and needs.
• Create campaign pulse reports/hindsight decks.
• Deploy social media posts.
• Develop and bring Social Media Playbook and content calendar to life for IndigoKids and IndigoBaby channels in collaboration with the social media team and creative studio.
• Adopt brand language and tone of voice, and represent Indigo across all public-facing channels (including but not limited to Facebook, Instagram, TikTok, Twitter, LinkedIn, YouTube etc.).
• Support communities across multiple accounts concurrently, including, but not limited to, responding to inquiries/comments and directing them to the right stakeholders.
• Embrace and seek out technology that creates high-tech and high-touch solutions for Indigo’s customers.
• Identify and respond to ad hoc content and engagement opportunities.
• Thorough data analysis and identification of patterns/trends/themes from the “front lines” to help frame opportunities and inform the broader Indigo team (creative, marketing, merchants, etc.) as they arise.

People

• Help others see the impacts of their efforts and proactively engage other functions to get input.
• Share technical knowledge with others and seek to learn from those more knowledgeable than yourself.
• Collaborate with others to drive flexible and iterative solutions quickly and easily.
• Encourage others to freely share their point of view and be open to feedback.

Cultural

• Celebrate the diversity of thought and have an open mindset.
• Model Indigo’s beliefs and convey a positive image in everything you do.
• Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes.
• Embrace, champion, and influence change through your team and/or the organization.

SCOPE

Reports to: Manager, Social Media

KEY RELATIONSHIPS

Internal

• Merchants
• Creative Studio
• Marketing

External

• Partners
• Content Creators/Influencers
• Publishers
• Community
• Vendors

Qualifications

Work Experience/Education/Certifications:

• Knowledge of digital marketing tactics, including SEO, web analytics and social media, with community building experience
• Experience drafting social reports, working with editorial and content calendars
• Minimum 2 years of community management, analytics and video creation experience
• University Degree with a focus on Marketing, Communications, or a related field

Competencies / Skills / Attributes

• Demonstrated knowledge of cultural trends and brands on social
• Desire to keep informed on changing technologies and their applications
• Innate desire to share knowledge to help others grow (peers, community)
• Ability to understand and uphold rules and regulations for community management
• Demonstrated curiosity and enthusiasm to learn and solve problems
• Strong communication and problem-solving skills
• Proficiency in social media listening and publishing tools such as Hootsuite, Later, and Sprout Social
• Agility and adaptability to pivot priorities

Other (travel, Bilingual, etc.)

• Bilingualism in English and French is considered an asset
• This role requires the incumbent to work outside of standard office hours, including evenings and weekends

Additional Information

At Indigo, we are committed to our communities, our customers, and each other; together we can make a positive impact. We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. We are driven to be an equitable employer, which highly values your diverse backgrounds, experiences, and perspectives. We believe that you, in all your uniqueness, belong at Indigo. We welcome all applicants and encourage applications from individuals who identify as Black, Indigenous, a person of colour, LGBTQ2+ and people with disabilities. Accommodations are available upon request to individuals who self-identify as having a disability or special need. Please contact Human Resources at [email protected] if you require an accommodation at any time during the recruitment process.

WELCOME HOME