Coordinator, Crm - Targeted Offers - 3 Month Contract

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

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

We Play By The Following Rules

• Our job is to create joyful moments for our customers
• We seek to ignite creativity and innovation every day
• 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

MISSION

The Targeted Offers Coordinator manages the administrative tasks associated with loyalty offers, working closely with the CRM, Promotions, Email and IT teams.

KEY PERFORMANCE METRICS

• Improvement of existing promotion processes
• Timely and accurate delivery of targeted offer execution
• Collaboration with internal partners on key processes
• Contribution to overall Customer Data & Analytics knowledge and methodology

Key Accountabilities

Functional

• Embrace and seek out technology that creates high-tech and high-touch solutions for Indigo’s customers
• Execute targeted offer campaigns, including customer activation and audience syncs, working with CRM analysts and channel owners to ensure correct audience identification.
• Create and maintain a targeted offers library to organize promotion details needed for execution and measurement.
• Proactively identify and anticipate customer expectations and needs
• Investigate customer service inquiries related to targeted offers
• Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes
• Execute the clawback of points for existing plum PLUS sign-up offer on a weekly basis
• Monitor automated CRM processes such as triggered targeted offers and dashboard refreshes.
• Challenge the status quo by consistently identifying areas for improvement, diagnosing issues, and working to resolve them
• Support end-to-end testing of targeted offers in partnership with IT, Operations, and Performance Marketing teams.

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

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

SCOPE

Reports to: Manager, CRM

KEY RELATIONSHIPS

• Performance Marketing
• Loyalty
• Retail IT
• Promotions Team

Qualifications

Work Experience / Education / Certifications

• 1+ years of experience in campaign management, CRM or Loyalty
• Retail experience is desirable

Competencies / Skills / Attributes

• Effective communication skills that include excellent written, oral, and presentation abilities
• Quick and curious learner
• Basic SQL programming an asset
• Ability to prioritize and work on multiple projects in a deadline-driven environment
• Moderate to advanced Excel skills
• Passionate about the Indigo brand
• Team player with strong interpersonal skills and ability to work independently
• Process-oriented and strong organization

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.

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