Company DescriptionDedicated 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 AREWe 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 operateJob DescriptionMISSIONAs the Director of Loyalty, you will be responsible for refining and scaling the Indigo loyalty program to enhance data capture, deepen customer engagement, and drive profitable revenue growth. The role will focus heavily on using data to develop loyalty strategies that reflect booklovers’ behaviours and preferences. The role is directly accountable for measurable business outcomes and loyalty program performance/profitability. KEY PERFORMANCE METRICSTotal Plum enrollment (P12M active)Reach 80% Plum loyalty member penetration within 12 monthsGrow first-party data collection by 10% YOYIncrease email database from 2.1MM to 2.4MMDrive Mobile acquisition rate +10 ptsImprove loyalty member data completeness by 25%Increase loyalty member purchase frequency by 10% (from 2.4 to 2.6)Increase AOV for members vs. non-members by 10%Launch new member partnershipsImplement quarterly A/B testing roadmapTeam engagement KEY ACCOUNTABILITIESStrategicMaintain a high level of strategic foresight by identifying customer and business needs, and adjusting departmental and team objectives accordinglyDesign and optimize a multi-tiered loyalty program aligned with the values of book-loving customers.Build data pipelines that collect member preferences, interests, and behaviour across channels.Deliver personalized offers, content, and experiences that reflect member interests and reading behaviour.Identify, negotiate, and manage external partnerships that add member value, differentiate the loyalty experience, and expand program reach. Examples include:Publisher collaborations for early releases, signed editions, or exclusive contentCultural and educational institutions offering member discounts or accessLifestyle brands offering relevant member perks (e.g., journals, coffee, travel) FunctionalRun regular experimentation on rewards structures, messaging, and offers to drive continuous improvement and improved profitability.Ensure the execution of team deliverables and adapt team priorities based on changing needsSet/adhere to team budgets, as applicableChallenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them PeopleBuilds and sustains a highly engaged department with appropriate succession plans.Attracts and develops high quality talent (A’s).Inspires customer focused, process and systems thinking in Indigo’s teams.Collaborates with others to drive flexible and iterative solutions, quickly and easily.Encourages others to freely share their point of view and be open to feedback. CulturalInstills a culture of customer first and process & systems thinking.Models Indigo’s guiding principles and convey an image of opportunity and positivity.Celebrates diversity of thought and have an open mindset.Embraces, champions and influences change through your team and/or the organization. SCOPEReports to: Chief Marketing OfficerManager once Removed (MOR): Chief Executive Officer KEY RELATIONSHIPSInternal:Marketing Leadership TeamRetail strategy & OperationsIn-Store & Online MerchandisingCustomer Insights & AnalyticsFinanceInformation Technology, Digital ProductExternal:Technical Vendor for LoyaltyPotential Loyalty Benefits PartnersQualificationsWork Experience / Education / CertificationsBachelor’s degree in Marketing, Business, Data Analytics, or a related discipline; MBA considered an asset.8+ years of experience in loyalty marketing, CRM, or customer strategy, with a retail or content-driven brand.Deep experience using customer data to shape engagement strategies.Demonstrated ability to develop and scale loyalty partnerships.Proficiency with CRM, loyalty platforms, and testing tools.Strong people leadership and project management skills.Competencies / Skills / AttributesPassion for books, reading culture, and creating community-centered experiencesStrong drive and results oriented, with a focus on continual improvementCreative and innovative approach to problem solvingAbility to collaborate and build strong relationships with cross-functional partners Additional InformationAt 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. WELCOME HOME
