Customer Relationship Management Coordinator

We want you to join our team

You’re a go-getter with a passion for innovation and finding a better way, and you approach headwinds with an inquisitive mind and ownership thinking. You know that people are the heart and soul of an organization, and that when you and your team work together, there is no limit to the great things you can achieve. If you’re ready to make the move to a company where you can grow, learn, and thrive, know there’s a place for you here at Book Depot. We’re a Canada’s Best Managed company with an award-winning culture – and we’re the largest bargain book wholesaler and online retailer in North America. Our hard-working team is dedicated to Enchanting the Minds of readers around the world each and every day – especially those who have the greatest need – and as a leader in our industry for more than 30 years, we have the automation it takes to push the limits of technology, grit and determination, and a set of guiding core values that make all the difference in fulfilling our purpose and giving our customers the best experience ever:

• WE NOT ME – we understand that success is fleeting if we don’t put others first
• KICK SOME MOON DUST – we believe that the key to greatness is to be willing to go where no one has ever gone before
• RIDE TOGETHER. WIN TOGETHER – we believe that the whole TEAM is greater than the sum of its individual players and Together Everyone Achieves More
• WE EAT THE STINKY CHEESE – we have a curious mind, and never stop learning
• WAKE UP. BE AWESOME. REPEAT – we believe that working hard is the result of a great attitude and passion for living each day at our best, and
• NO DONKEYS – we know that life is too short to work with, or do business with, those that think and act like donkeys.

Come join our team and help us make the best kind of impact To learn more about Book Depot, please visit our website at:

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Our Opportunity

We have an opportunity available for a permanent, full-time Customer Relationship Management (CRM) Coordinator at our Thorold main office and distribution center. The successful candidate will be responsible for managing our email marketing campaigns, social media presence across various platforms, and SMS marketing efforts. Your primary goal will be to engage our target audience, promote our books, and drive customer engagement. This role takes guidance from the Manager, CRM, and works closely with cross-functional brand teams to deliver content that resonates with your multiple customer segments and brands. The individual in this role must understand the importance of brand management to ensure consistency across all marketing channels.

Who We Are Looking For:

• You're all about the customer—a highly motivated, customer-savvy individual with experience and passion for communicating and managing experiences through multiple customer touchpoints.
• Staying informed of industry trends, emerging social media platforms, email marketing, and SMS best practices is something you like to do.
• You're eager to monitor competitor activity and industry trends to identify opportunities.
• You're a whiz at the day-to-day scheduling of emails and social media posts to align with marketing strategies and timelines.
• You're a collaborative partner on the team.
• You're comfortable working across multiple platforms – social, ESP, and SMS.

What You Will Do:

Email:

• Prepare and schedule all email campaigns through Klaviyo (ESP) for Book Outlet and Book Depot.
• Report on click activity and other relevant email performance metrics to ensure continuous improvement.
• Master the use of third-party tools for email personalization, device testing, dark mode optimization, etc., aligning with email best practices—including, but not limited to Litmus, Rebrandly, Mailtimers, Figma. Stay on top of new features within these tools and apply them to our daily processes.
• Update auto-triggered email flows and build one-off campaigns as needed.
• Execute on A/B testing schedules within the email platform for Book Depot Inc.’s portfolio of brands and support the optimization of email templates based on results.
• Collaborate internally with brand managers and graphic designers to request new or adjust existing content, as necessary.
• Use your HTML/CSS experience to code emails when necessary.
• Support collaborative team email marketing projects as needed and other duties as assigned.

Social Media:

• Schedule social media posts through Sprout Social for Book Depot Inc.’s portfolio of brands—Book Outlet, Book Depot, ABC, and Kidsbooks Publishing.
• Assist in planning social media content in collaboration with brand teams using social media calendar. Ensure there are diverse content types that align with social media best practices and trends.
• Collaborate internally with brand managers and graphic designers to request new or adjusted content, as necessary.
• Archive old posts across all platforms upon direction given.
• Provide backup support to the customer experience team by managing messages in social media inboxes and overseeing community interactions (comments and mentions), with a focus on flagging any potentially problematic comments.
• Support collaborative team projects as needed, and other duties as assigned.

SMS:

• Execute SMS campaigns in alignment with email and social media strategies to engage customers.
• Work with Manager, CRM to ensure compliance with SMS marketing best practices, including opt-in requirements and messaging frequency.
• Monitor and analyze SMS campaign performance, including open rates, click-through rates, and conversions, and provide insights for optimization and future improvements.

People and Culture:

• Model Book Depot’s values in all that you do and hold others accountable in maintaining the integrity of them
• Enable Book Depot’s purpose-driven culture of Enchanting the Mind, that is values-aligned, family friendly, high-performing and innovative;
  and recognize team members who are consistently contributing to this culture
• Ensure everyone is pulling together in the same direction and that you are prioritizing departmental and individual goals
• Champion, influence, embrace and motivate change, with a strategic mindset for continuous improvement and scalability
• Actively empower the learning and professional growth of your team through encouraging your team’s participation in Book Depot University (BDU), and also being a participant
• Provide mentorship and meaningful feedback to your team

The Experience and Education We’re Looking For:

• Bachelor’s degree in marketing or related (or equivalent experience).
• 2+ years of successful email/social media marketing experience;
  SMS experience an asset.
• Confidence using ESP platforms, preferably Klaviyo, and social media management tools.
• Proficiency in HTML/CSS coding for creating and optimizing responsive, visually appealing, and functional email templates across various devices and platforms.
• Experience managing email, social media, and SMS accounts for multiple brands, with the ability to pivot between brands.
• You’re a user of social media yourself.
• Proactive, self-starter and a team player, confident working in collaboration with various stakeholders.
• Retail, B2C and B2B experience is an asset.
• An understanding of platform analytics and can interpret data insights.
• Comfortable working in a fast-paced environment and willing to learn and adapt quickly.

Other Considerations:

Please note this is an onsite position at our Thorold main office and distribution centre. Our full-time opportunities include great perks such as health and dental benefits and an Employee and Family Assistance Program with 100% employer-paid premiums after the fulfillment of a waiting period, an annual incentive bonus opportunity, and paid time off to volunteer and live out our core purpose, Enchanting the Mind.

We very much appreciate and thank you for your application and interest in Book Depot Inc., however, only those individuals selected to participate in our interview process will be contacted. We will keep all resumes received for one year.

Book Depot Inc. is an equal opportunity employer and is committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations necessary.