Coordinator, Loyalty Marketing & Operations

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

We Play By The Following Rules

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

The Coordinator, Loyalty Marketing and Operations for Indigo will support the execution of all operational activities that supports internal loyalty engagement, as well as member engagement through omni channels. This role will also unlock new loyalty capabilities by gathering business requirements for benefit enhancements and promotional engagement through online and app. Partnering cross-functionally, this role will drive member engagement through omni channels such that business benefits are achieved.

What You’ll Do

Functional

• Support with analysis of the loyalty program performance through loyalty platform reporting dashboards
• Manage the plum Newsletter content calendar, build the monthly studio and production briefs
• Ensure the completion of team deliverables and set/adhere to team budgets, as applicable
• Continuous improvement with the monthly plum Newsletter: support the annual planning of driving engagement, increasing open rates and testing new content blocks to align with gold marketing campaigns
• Manually load points for customer Thank You moments, etc.
• Embrace and seek out technology that creates high tech and high touch solutions for Indigo’s customers
• Manage the Member Exclusive inbox
• Act as a key player in responding to Discussion Board posts and Customer Service requests
• Support Member Engagement team with all loyalty program development and communication, including studio briefs
• Act as an advocate for the customer by placing them at the forefront of all design and decision-making processes
• Act as the lead on implementation of all loyalty contests including an annual Million points contest
• Submit a Promotional Request Form (PRF) for all targeted and program offers; partner with CRM, Retail IT and Testing team to support qualify assurance validation from end-to-end.
• Proactively identify and anticipate customer expectations and needs
• Support quarterly Retail plum Champion calls to help create a community of shared learnings, best practices, and foster opportunities to share program improvements as well as an understanding of the functionality of promos
• Challenge the status quo and consistently identify areas for improvement, diagnose issues and working to resolve them
• Support the creation of the My Offers strategy

People

• Encourage others to freely share their point of view and be open to feedback
• Help others see the impacts of their efforts and proactively engage other functions to get input
• Accountable for the overall engagement, productivity, turnover and bench strength of the team
• Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
• Collaborate with others to drive flexible and iterative solutions, quickly and easily

Cultural

• 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
• Celebrate diversity of thought and have an open mindset

Qualifications

WHO YOU ARE:

• Flexible and adaptable – comfortable with ambiguity and a rapidly changing environment
• Superior organizational and project-management skills with high attention to detail
• Experience in working closely with senior leaders and influencing change
• Proven ability to prioritize multiple tasks at once
• Minimum 3 years’ experience in retail or marketing role, with a strong understanding of the loyalty environment in Canada
• Positive attitude with a high degree of self-motivation and dynamism
• Energetic self-starter with an interest in developing strong relationships and cross-functional partnerships
• University educated or equivalent post-secondary degree
• Mandatory experience in loyalty marketing and customer engagement strategies
• Minimum 2 years’ experience working with business customers (Marketing, IT, Data and Analytics) including experience working with CRM and loyalty platforms
• Excellent written and verbal communication skills and strong creative aptitude (copy writing, design direction)
• Demonstrated ability to solve problems in an innovative or creative manner
• Customer-centric approach
• Outstanding analytical and problem-solving skills
• Willing to co-create with internal teams to achieve long-lasting success

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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