Manager, Digital & Customer Analytics

Full-time | Toronto, ON

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Manager, Digital & Customer Analytics

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 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.

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

The Manager, Digital & Customer Analytics leads the analytics practice within the Indigo Data & Analytics Community of Practice (CoP), supporting cross-functional teams with strategic omni-channel insights that drive business decisions and uncover customer engagement and revenue generating opportunities. This position is responsible for Indigo’s Digital Analytics & Customer Insights functions, developing talent within these teams, and supporting the business in understanding omni-channel customer behaviour and trends. This role also develops and maintains the Indigo customer language, ensuring it is well understood and actioned across the business.   

WHAT YOU’LL DO: 

Strategic 

  • Support the broader Indigo strategic pillars for the year with proactive customer insights
  • Maintain a high level of strategic foresight by identifying customer and business needs
  • Drive the broader data culture across Indigo and be a champion to drive business decisions through insights

 

Functional 

  • Manage day-to-day priorities for the analytics team, ensuring a high bar for quality and actionable insights for the organization
  • Develop and deliver insights on all aspects of digital performance 
  • Build and develop Indigo’s customer language and ensure it is used throughout the business
  • Build and share tools (i.e.  customer dashboard) to provide self-serve access to data and insights throughout across the organization
  • Support Indigo digital experimentation and personalization practice with design and measurement of AB tests
  • Partner with Data Science team to deliver optimized digital marketing attribution and measurement
  • Build excellent partnerships with leaders across Digital, Retail and Merchandising teams; empower them with the data and insights required for their roles
  • Provide adhoc customer insights to support strategic business decisions
  • Ensure the reporting, insights and visualization needs of the business are met
  • Ensure customer data is collected, stored and used with integrity and in compliance with privacy and legislation
  • As an experienced leader and analytics expert, prioritize coaching, development, and knowledge sharing across the CoP, learning from global best practice
  • Manage departmental budget
  • Ensure the completion of team deliverables and set/adhere to team budgets, as applicable
  • Act as an advocate for the customer by placing them at the forefront of all design and decision-making 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 and consistently identify areas for improvement, diagnose issues and working to resolve them

People 

  • Build strong teams by attracting, retaining 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 department goals
  • Support the creation and maintenance of a talent succession plan
  • 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 & 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 
  • Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them  
  • 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 
  • 5-7years of demonstrated experience in advanced customer analytics and digital analytics, across different digital platforms 
  • Experience in retail or consumer goods preferred  
  • Proven ability and experience leading teams to analyze customer data for actionable business insight 
  • Strong SQL skills for querying relational databases   
  • Solid experience using Adobe Analytics/Google Analytics 
  • Experience using and implementing visualization tools like Qlik, Tableau or Power BI is an asset 
  • Experience with common machine learning libraries in R, Python, Spark is an asset  
  • Strong critical thinking, analytical and problem-solving skills, and excellent attention to detail   
  • 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 
  • Solid understanding of databases and data structures and ability to work with large and complex technical data sets  
  • Technical analytics leadership: ability and desire to coach the team to build technical skills 
  • Strong critical thinking, analytical and problem-solving skills, and excellent attention to detail 
  • Outstanding communication skills – able to inform and inspire through visual, written, and oral communication 
  • Strong project management capability, ideally including experience building new CRM data environments 
  • 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 and timely decision-making abilities  
  • 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 
  • 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 1 (888) 881-3177 (toll free) or Support-HR@indigo.ca if you require an accommodation at any time during the recruitment process. 

WELCOME HOME

Indigo

Manager, Digital & Customer Analytics

Home Office (HO)
Full-time
Mid-Senior Level
Indigo Digital
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