Director, Customer Insights & Analytics

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

We Play By The Following Rules

• We seek to ignite creativity and innovation every day
• 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
• We treat each other the way we’d treat a valued friend
• We inspire each other to do our best work

The Director, Customer Insights & Analytics partners with business leaders to provide actionable and strategic customer and market insights that uncover opportunities to generate increased revenue and customer engagement. This position is accountable for developing and maintaining the Indigo customer language, ensuring it is well understood and actioned across the business.

KEY PERFORMANCE METRICS

• Customer spend, frequency and retention in our top customer segments
• Team employee engagement
• Use of customer language and insights to drive decisions
• Stakeholder feedback
• 360 view of customer behaviour across all channels

Key Accountabilities

Strategic

• Maintain a high level of strategic foresight by identifying customer and business needs, and adjusting departmental and team objectives accordingly
• Drive the broader data culture across Indigo and be a champion to drive more business decisions through insights
• Build excellent partnerships with leaders across the Digital, Retail, eComm, Merchandising and Marketing teams; empower their teams with the data and insights required to take better business decisions
• Build a 3-year department roadmap by undertaking internal assessment of data and insight gaps, in partnership with key cross-functional groups

Functional

• Build Indigo’s Data Science practice, to drive predictive analytics, product recommendations and price management
• Set/adhere to team budgets, as applicable
• Deliver ongoing customer research priorities and brand health tracking
• As an experienced leader and analytics expert, prioritize coaching, development, and knowledge sharing across the overall Data & Analytics team, learning from global best practice
• Ensure the execution of team deliverables and adapt team priorities based on changing needs
• Support merchants with insight-driven analysis and recommendations: across customers, competitors, market and categories
• Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve the
• Maintain strong partnership with IT to enhance the accuracy & breadth of data
• Build and share dashboards to provide self-serve access to data and insights throughout the business
• Deliver quarterly customer insight review, to support ongoing strategic planning
• Develop Indigo’s customer segmentations and ensure they are used and understood throughout the business
• Implement and manage governance, reporting, and action-planning framework for Indigo’s Customer Experience Management program

People

• Build strong teams by attracting, retaining and developing the best talent
• Encourage others to freely share their point of view and be open to feedback
• Ensure all team members understand where they stand and have clear performance objectives aligned with Indigo and department goals
• Support the creation and maintenance of a talent succession plan
• Help others see the impacts of their efforts & proactively engage other functions to get input
• Give authentic feedback on performance and potential
• Create an environment where technical skills can be shared among team members
• Accountable for the overall engagement, productivity, turnover and bench strength of the team
• Collaborate with others to drive flexible and iterative solutions, quickly and easily
• Bring out the best in others, empower and constructively stretch talent

Cultural

• Celebrate diversity of thought and have an open mindset
• Embrace, champion and influence change through your team and/or the organization
• 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
• Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them

SCOPE

Reports to: VP, Data & Analytics

KEY RELATIONSHIPS

Internal

• Digital Marketing
• E-comm
• Merchandising
• IT
• Brand Marketing
• Business Intelligence
• Digital Merchandising
• Retail Operations
• Digital Product & Design

External

• Third-party consultants and technical support

Qualifications

Work Experience / Education / Certifications

• Proven ability and experience leading teams to analyze customer data for actionable business insight
• 10+ years of demonstrated experience in advanced analytics, data science, data-driven marketing, digital analytics, preferably in retail or consumer goods
• Bachelors’ degree in business, statistics, mathematics, engineering, computer science or a related discipline

Competencies / Skills / Attributes

• Strong critical thinking, analytical and problem-solving skills, and excellent attention to detail
• The ability to collaborate with cross-functional teams and consider the business impact of decisions on diverse groups; influence others to achieve project goals
• Strong SQL skills for querying relational databases
• Experience using and implementing visualization tools like Qlik, Tableau or Power BI
• Strong project management capability, ideally including experience building new CRM data environments
• Demonstrated time management skills, including the ability to adhere to schedules and manage processes; the ability to organize and prioritize work to manage timelines and to meet defined deadlines in a fast-paced work environment
• Experience using Adobe Analytics/Google Analytics
• Strong balance between the science of analytics, and the creativity required to appropriately interpret business insights: skilled at turning complex analysis into simple conclusions and recommendations
• Outstanding communication skills – able to inform and inspire through visual, written, and oral communication
• Strong and timely decision-making abilities
• Strong critical thinking, analytical and problem-solving skills, and excellent attention to detail
• Technical data science & analytics leadership: ability and desire to coach the team to build technical skills
• Experience with common machine learning libraries in R, Python, Spark is an asset
• Dedication to exceed performance expectations and approaches work with a sense of urgency and passion
• Highly customer centric approach to all initiatives
• Passionate about the Indigo brand

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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