CRM Analyst

Full-time | Toronto, ON

I'm interested

CRM Analyst

Full-time | Toronto, ON


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.

Customer InspiredCustomer Inspired
Transparent and Open to FeedbackTransparent and Open to Feedback
Continuous ImprovementContinuous Improvement

Job Details

Company Description

Current Indigo employees should apply through the Internal Mobility page using your 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.


  • 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

The CRM Analyst executes targeted offers and communications, by managing the data model and processes, including campaign set-up for rigorous measurement of each campaign. This position will work closely with the broader Customer Intelligence, Digital Marketing and Loyalty teams to execute the Indigo personalized communication strategy. 


  • Support the development of Indigo’s personalization journey, using customer insights to guide customer contact strategy  
  • Execute personalized marketing campaigns including list generation, customer targeting, activation and measurement, across channels  
  • Set up campaign requirements and measure performance against agreed KPIs 
  • Interpret targeting requirements from Marketing and Merchant teams, extracting data from SAS to generate lists 
  • Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes 
  • Proactively identify and anticipate customer expectations and needs 
  • Embrace and seek out technology that creates high tech and high touch solutions for Indigo’s customers 
  • Challenge the status quo by consistently identifying areas for improvement, diagnosing issues, and working to resolve them 
  • Collaborate with others to drive flexible and iterative solutions, quickly and easily 
  • Encourage others to freely share their point of view and be open to feedback 
  • Model Indigo’s beliefs and convey a positive image in everything you do 
  • Celebrate diversity of thought and have an open mindset 



  • Degree in a quantitative field (statistics/mathematics/engineering) or equivalent experience 
  • 1-3 years of experience in campaign management, CRM or Loyalty Analytics 
  • Proven ability and experience analyzing customer data for actionable business insights 
  • Retail experience is desirable 
  • Excellent quantitative analytical skills  
  • Ability to work with complex datasets 
  • SQL programming required – experience with SAS and/or Python an asset 
  • Strong data visualization skills – experience with Tableau desired 
  • Moderate to advanced Excel skills 
  • Effective communication skills that include excellent written, oral, and presentation abilities 
  • Ability to prioritize and work on multiple projects in a deadline-driven environment 
  • Quick and curious learner 
  • Team player with strong interpersonal skills and ability to work independently 
  • 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 1 (888) 881-3177 (toll free) or if you require an accommodation at any time during the recruitment process. 



CRM Analyst

Home Office