Manager, Customer Intelligence

Full-time | Toronto, ON

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Manager, Customer Intelligence

Full-time | Toronto, ON

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Be Part of Our Story

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.

Talent DeveloperTalent Developer
Transparent and Open to FeedbackTransparent and Open to Feedback
Customer InspiredCustomer Inspired
AgileAgile
Process DrivenProcess Driven
Continuous ImprovementContinuous Improvement

Job Details

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: 

The Manager, Customer Intelligence, leads Indigo’s customer analytics practice, supporting the business with actionable customer insights, building and maintaining Indigo’s models, segmentations and targeting methodologies, to power the personalization strategy.  This position is also responsible for developing and maintaining the Indigo customer language, ensuring it is well understood and actioned across the business.  

  • Deliver data-driven customer insights to understand customer behaviour and identify key drivers and business opportunities that support strategic business decisions across Indigo 
  • Act as an advocate for the customer by placing them at the forefront of all design and decision-making processes 
  • Build and maintain Indigo’s analytics / Data Science practice. Improve and champion current process and analyses to drive predictive analytics, segmentations, product recommendations, targeted promotions and offers 
  • Build and develop Indigo’s customer language and ensure it is used throughout the business 
  • Manage day-to-day priorities in the team, ensuring a high bar for quality and actionability 
  • As an experienced leader and analytics expert, prioritize coaching, development, and knowledge sharing across the Customer Intelligence team, learning from global best practice  
  • Ensure the completion of team deliverables and set/adhere to team budgets, as applicable 
  • Act as a subject matter expert and ambassador in Indigo’s data structure, tools, processes, key metrics, and analytic methodologies 
  • Build and share tools e.g. customer dashboard, to provide self-serve access to customer data throughout the business  
  • Embrace and seek out technology that creates high tech and high touch solutions for Indigo’s customers 
  • Challenge the status quo and consistently identify areas for improvement, diagnose issues and working to resolve them 

People 

  • Build strong teams by attracting and developing the best talent 
  • Bring out the best in others, empower and constructively stretch talent 
  • Give authentic feedback on performance and potential 
  • Ensure all team members understand where they stand and have clear performance objectives aligned with Indigo and team goals 
  • Collaborate with others to drive flexible and iterative solutions, quickly and easily 
  • Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself 
  • Help others see the impacts of their efforts and proactively engage other functions to get input 
  • Encourage others to freely share their point of view and be open to feedback 
  • Accountable for the overall engagement, productivity, turnover and bench strength of the team 

Cultural 

  • Model Indigo’s beliefs and convey a positive image in everything you do  
  • Celebrate diversity of thought and have an open mindset 
  • 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 

Qualifications

WHO YOU ARE: 

  • University educated, preferably statistics, mathematics, engineering or computer science 
  • 5+ years of demonstrated experience in analytics, preferably applied to retail or consumer goods 
  • 3+ years of direct leadership experience  
  • Proven ability and experience analyzing customer data for actionable business insight 
  • Skilled at turning complex analysis into simple conclusions and recommendations 
  • Excellent quantitative analytical skills. Strong SQL skills and some Python experience required. SAS experience desired. 
  • Effective communication skills that include excellent written, oral, and presentation abilities 
  • Demonstrated time management skills: the ability to organize and prioritize work to manage timelines and to meet defined deadlines in a fast-paced work environment 
  • Dedication to exceed performance expectations and approaches work with a sense of urgency and passion 
  • Passionate about the Indigo brand 

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. 

WELCOME HOME

Indigo

Manager, Customer Intelligence

Home Office
Full-time
Mid-Senior Level
Marketing
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