Senior Manager, Loyalty Program Operations & Engagement - 9 months Contract

• 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 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

• Overall loyalty program satisfaction and engagement
• Measured improvement in plum member retention, spend and frequency
• Acquisition and retention rate of plum members and email opt-in
• Measurable ROI from loyalty promotions, events, and campaigns
• Internal stakeholder and project partner satisfaction: strength of relationships with key leaders across Marketing, Merchandising and Channel leadership

• Develop plum acquisition & engagement strategy; champion this plan with Retail and Digital teams
• Lead the development of the loyalty engagement strategy across email and SMS, including trigger-based journeys, lifecycle flows, and campaign-level performance optimization
• Support on 3 year+ continuous development roadmap for plum: introduce new benefits to the program, including external partnerships, exclusive experiences, and subscriptions; partner with Indigo Digital and IT teams to execute tech developments
• Oversee the development and performance of targeted loyalty sub-programs including program positioning, messaging, and offers
• Coordinate and support loyalty program partnerships (e.g., Café, Financial Services) to ensure successful execution of member benefits and offers.

• Execute member promotions, including strong in-store communications program, cross-functional marketing and event team coordination
• Lead updates to program Terms & Conditions as needed, in partnership with the legal team
• Build and deliver the monthly plum newsletter, working with cross-functional and external partners to curate exclusive content and offers
• Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them
• Investigate and resolve customer and store issues related to the loyalty program
• Draft briefs and coordinate the execution of loyalty messaging across email and social media channels in alignment with marketing calendars.
• Support store teams and customer service with loyalty-related tools, processes, and communications; gather and relay feedback to improve program execution at frontline.

• Collaborate with others to drive flexible and iterative solutions, quickly and easily
• Create an environment where technical skills can be shared among team members
• 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
• 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

• Customer Intelligence

• Digital Marketing
• Marketing
• Merchandising
• Site Experience
• Programming & Events
• Digital Merchandising
• Retail Operations

• Third-party consultants / vendors including potential partners for loyalty, technical vendors, marketing agencies (e.g., direct mail providers, consumer research); partner brands

• Post-secondary education in business, marketing, or a related field. MBA considered an asset.
• 5+ years of demonstrated experience in loyalty and/or CRM/data-driven marketing, preferably in agency, retail or consumer goods

• Data-driven mindset with a focus on continuous improvement and measurable impact
• Creative and innovative approach to problem solving.
• Excellent leadership, communication, and collaboration skills
• Ability to balance strategic thinking with operational execution
• Strong quantitative analytical skills
• Strong project management experience organizational skills
• Customer-centric approach
• Cover Letter (Optional): Applicants are welcome to submit a cover letter to highlight their interest in the role and how their experience aligns with the position. While not required, a well-crafted cover letter may strengthen your application.

Indigo