Manager, Loyalty

  • Home Office
  • Mid-Senior Level
  • Marketing

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 200 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:

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

Job Description

WHAT YOU’LL DO: 

As the Manager, Loyalty you will build and execute impactful member engagement activities, and develop relevant and valuable member benefits in order to increase key loyalty engagement performance metrics.

  • Support strategic planning regarding loyalty program evolution and manage execution related to testing new program attributes 
  • Responsible for engagement activities internally to build excitement and knowledge of the loyalty program to all colleagues
  • Track monthly departmental spend on marketing engagement activities and adhere to budgets / forecasts
  • Co-lead member contact strategy & lifecycle management and triggered emails along with Email and CI team
  • Manage day-to-day work load and development of  Specialist, Loyalty 
  • Lead plum and irewards program execution and marketing such as enewsletters, promotions, member events, targeted offers, contests, and internal communications
  • Work with Studio to redefine brand identity and ensure brand consistency in all channels as well as assist in the redevelopment of plum branded materials and the creation of new materials (signage, member kits, collateral etc.)
  • Enhance partnerships and in-person events as part of the Member Exclusive experience and ensure engagement/awareness across the country
  • With a strong analytics understanding, and in partnership with CI, ensure all campaigns are approached with a test and learn mentality, ensure analysis is completed, and apply learnings to future campaigns
  • Lead execution of existing external partnerships and growing those partnerships to impact customers more significantly and acquire new customers
  • Regularly update competitive set information to support team
  • Support all loyalty marketing & planning initiatives as required
  • Ensure the completion of team deliverables and set/adhere to team budgets, as applicable

Qualifications

WHO YOU ARE: 

  • University educated or equivalent Post-secondary degree - Marketing/Business degree
  • 4+ years’ work experience in Marketing in a related field (Loyalty, Retail, Travel)
  • Strong organizational, and project management skills
  • Experience working with loyalty programs, as well as direct/database marketing and customer relationship management
  • Customer focused data-driven individual with analytic skills, sound judgement, creativity and a proactive approach to identifying and assessing opportunities
  • Demonstrated ability to create relationships and partnerships among internal and external groups
  • Proven ability to prioritize multiple tasks at once and stay focused on the big impact initiatives
  • Energetic self-starter with an ability to work at a high level with little supervision
  • Must be able to work effectively under pressure, on multiple projects in a fast paced environment
  • Strong attention to detail
  • Highly capable with Word, Excel and PowerPoint software

Additional Information

Indigo Books & Music is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources if you require accommodation. We will work with all applicants to accommodate their individual accessibility needs. 

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