CRM Operations Specialist

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 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 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 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 Operations Specialist, CRM is responsible for supporting the continuous management and improvement of marketing data and infrastructure to support targeted campaigns directly. This role acts as the bridge between data engineering & data science to marketing teams, helping to understand, structure, and provide customer data points from Snowflake to Segment for self-service. This role also involves maintaining rigorous documentation of CRM automated processes and promotion information to support execution in partnership with analysts.

KEY PERFORMANCE METRICS

• Demonstrated improvement of customer marketing processes
• Timely and accurate delivery of targeted offer execution
• Improvements in the quality and accuracy of customer data available to marketing teams
• High independence in managing own day-to-day work deliverables
• Collaboration with internal partners on key processes
• Contribution to overall Customer Data & Analytics knowledge and methodology

KEY ACCOUNTABILITIES

Functional

• Create and optimize data processes and infrastructure for email/performance marketing and loyalty promotions using Snowflake and Segment.
• Manage the automation of all CRM offers to increase operational efficiency and streamline internal workflows.
• Create and own documentation for any new data processes and ensure that existing documented processes are current.
• Support end-to-end testing of targeted offers in partnership with IT, Operations, and Performance Marketing teams.
• Execute targeted offer campaigns, including customer activation and audience syncs, and work with CRM analysts and channel owners to ensure correct audience identification.
• Create and maintain a targeted offers library to organize promotion details needed for execution and measurement.
• Investigate customer service inquiries related to targeted offers
• Partner with analysts, data science, and data engineering to consolidate customer marketing data and enable its availability to marketing teams
• Act as an advocate for the customer by placing them at the forefront of all design and decision-making processes
• Challenge the status quo and consistently identify areas for improvement, diagnose issues and work to resolve them
• Act as the subject matter expert on CRM data environment with respect to customer data consumption by marketing teams

People

• Collaborate with others to drive flexible and iterative solutions quickly and easily.
• Share technical knowledge with others and 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.

Cultural

• Model Indigo’s beliefs and convey a positive image in everything you do
• Celebrate the 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

SCOPE

• Reports to: Senior Manager, Customer Engagement
• Manager once Removed (MOR): Director, Loyalty

KEY RELATIONSHIPS

Internal:

• Loyalty
• Email Marketing
• Performance Marketing
• Data Engineering
• Data Science
• IT

External:

• 3rd party data, service and solution providers

Qualifications

QUALIFICATIONS

Work Experience / Education / Certifications

• 2+ years of CRM Administration experience
• Post-secondary education in a quantitative field or equivalent experience
• Ability to work with complex datasets
• Strong SQL programming skills required – experience with Snowflake, an asset
• Experience working with a customer data platform (e.g. Segment) preferred
• Moderate to advanced Excel skills
• Experience with version control (e.g. Git) and collaboration on codebases
• Experience in CRM marketing, customer intelligence and campaign management is an asset

Competencies / Skills / Attributes

• Process-oriented, high attention to detail, and strong organizational skills
• Strong analytical skills with the ability to interpret data
• Proactive and a demonstrated interest in customer data and digital marketing
• Effective communication skills that include excellent written, oral, and presentation abilities
• The ability to collaborate with cross-functional teams and consider the business impact of decisions on diverse groups; influence others to achieve project goals often without direct authority
• 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

#LI-Hybrid

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 Support-HR@indigo.ca if you require an accommodation at any time during the recruitment process.

WELCOME HOME