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 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 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 DescriptionThe 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 METRICSDemonstrated improvement of customer marketing processesTimely and accurate delivery of targeted offer executionImprovements in the quality and accuracy of customer data available to marketing teamsHigh independence in managing own day-to-day work deliverablesCollaboration with internal partners on key processesContribution to overall Customer Data & Analytics knowledge and methodologyKEY ACCOUNTABILITIESFunctionalCreate 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 offersPartner with analysts, data science, and data engineering to consolidate customer marketing data and enable its availability to marketing teamsAct as an advocate for the customer by placing them at the forefront of all design and decision-making processesChallenge the status quo and consistently identify areas for improvement, diagnose issues and work to resolve themAct as the subject matter expert on CRM data environment with respect to customer data consumption by marketing teamsPeopleCollaborate 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.CulturalModel Indigo’s beliefs and convey a positive image in everything you doCelebrate the diversity of thought and have an open mindsetTake an active role in fostering a culture of continual learning, taking risks without the fear of making mistakesEmbrace, champion, and influence change through your team and / or the organizationSCOPEReports to : Senior Manager, Customer EngagementManager once Removed (MOR) : Director, LoyaltyKEY RELATIONSHIPSInternal : LoyaltyEmail MarketingPerformance MarketingData EngineeringData ScienceITExternal : 3rd party data, service and solution providersQualificationsQUALIFICATIONSWork Experience / Education / Certifications2+ years of CRM Administration experiencePost-secondary education in a quantitative field or equivalent experienceAbility to work with complex datasetsStrong SQL programming skills required experience with Snowflake, an assetExperience working with a customer data platform (e.

• g. Segment) preferredModerate to advanced Excel skillsExperience with version control (e.g. Git) and collaboration on codebasesExperience in CRM marketing, customer intelligence and campaign management is an assetCompetencies / Skills / AttributesProcess-oriented, high attention to detail, and strong organizational skillsStrong analytical skills with the ability to interpret dataProactive and a demonstrated interest in customer data and digital marketingEffective communication skills that include excellent written, oral, and presentation abilitiesThe 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 authorityStrong and timely decision-making abilitiesDemonstrated 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-HybridAdditional 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 Support-HR@indigo.

ca if you require an accommodation at any time during the recruitment process.WELCOME HOME