Company Description

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 beautifulWe are Canada’s Cultural Department StoreBooks are our heart and our soul and Great Books are JUST the Beginning…

We play by the following rules:

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

Job Description

MISSION

The Operations Specialist, Loyalty plays a key role in driving the performance and effectiveness of our loyalty program. The role is responsible for supporting overall loyalty program operations, including offer creation and optimization, targeting and tracking, and loyalty data insights. Working cross-functionally, the Specialist will contribute to the development of targeted campaigns, the analysis of member behavior, and the ongoing improvement of the loyalty experience. The Operations Specialist will also support the creation and documentation of loyalty processes, maintain and evolve program scorecards, and help design key customer journeys. With a hands-on approach and strong attention to detail, this role ensures our loyalty program remains insight-driven, measurable, and aligned to member and business needs.

 

KEY PERFORMANCE METRICS

Increase in overall loyalty program satisfaction and engagement as measured by CSAT, NPSGrowth in active loyalty member count and year over year retention rateIncrease in member engagement rates for loyalty related communicationsStrong performance on personalized offers including redemption rate and ROIMeasurable increase in loyalty campaign efficiency, accuracy, and overall execution quality

 

KEY ACCOUNTABILITIES

Functional

Support the development and evolution of loyalty program reporting and performance scorecards.Establish frameworks to measure the impact of loyalty programs and targeted initiatives, including return on investment and member-level performance.Design and optimize loyalty campaign structures and promotional mechanics that align with program objectives and member needs.Partner with email, data and marketing teams to execute personalized campaigns, working to ensure correct audience identification, as well as post campaign reportingPartner with the email marketing team to define and track loyalty-specific email performance metrics, ensuring campaign effectiveness and alignment with loyalty goals.Act as the subject matter expert (SME) on the loyalty platform, providing guidance, troubleshooting, and training to internal teams to ensure consistent and effective use of the tool across the organization.Identify and implement process enhancements that reduce inefficiencies, improve campaign execution, or streamline internal workflows.Investigate customer service inquiries related to targeted offers 

Strategic:

Partner with Data and Analytics team translate customer data into actionable insights that inform strategy and drive continuous improvement in the loyalty experience.Map and analyze key customer journeys to identify friction points and opportunities to enhance the loyalty experience across touchpoints.Support the responsible collection, enrichment, and usage of first-party data from loyalty members, while ensuring compliance with privacy regulations and maintaining data security best practices.

People

Collaborate with others to drive flexible and iterative solutions, quickly and easilyShare technical knowledge with others and actively seek to learn from those more knowledgeable than yourselfHelp others see the impacts of their efforts and proactively engage other functions to get inputEncourage others to freely share their point of view and be open to feedback

Cultural

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

 

SCOPE

Reports to: Director, Loyalty

Manager once Removed (MOR): Chief Marketing Officer

 

KEY RELATIONSHIPS

Internal:

LoyaltyEmail MarketingPerformance MarketingData EngineeringData ScienceIT

 

External:

3rd party data, service and solution providers

Qualifications

Work Experience / Education / Certifications

2+ years of consumer loyalty, CRM, marketing, customer insights, or related experienceHands-on experience working with a customer data platform (e.g. Segment) an assetFamiliarity with loyalty platforms (ie: Yotpo) a strong assetStrong SQL programming skills required, experience with Snowflake is an assetModerate to advanced Excel skillsAbility to work with and interpret complex datasets 

Competencies / Skills / Attributes

Process-oriented, high attention to detail, and strong organizational skillsStrong analytical skills with experience in performance measurement and ROI modelingEffective communication skills that include excellent written, oral, and presentation abilitiesCollaborative team player with the ability to influence without direct authority and consider broad business impactsDemonstrated 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 environmentStrong decision-making skills with the ability to balance multiple priorities in a fast-paced environment

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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