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Senior Manager, Events

1 month ago

Toronto ON, Canada Indigo Full time

Indigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. We believe in real books, in living life fully and generously, in being kind to each other and to the environment, and in stories — big and little — connecting us. Indigo is our customer's happy place — for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place. OUR GUIDING PRINCIPLES Our Mission is to inspire reading and enrich the lives of booklovers. As such, we believe in the power of people and their stories. We aim to attract top talent, nurture our employees' potential, and create space for everyone to thrive. Our Guiding Principles are the key ideas that guide everything we do, every day. We Will Hire, Inspire, Promote and Retain the Best We Will Be Customer Centric We Will Be Entrepreneurial We Will Be Committed to Caring About Each Other, Our Communities, and Our Environment We Will Be Committed to True and Shared Value Creation We Will Be Systems Thinking, Data Driven and AI enabled Job Description MISSION The Senior Manager of Indigo Events is responsible for creating engaging events that inspire, educate, and entertain, fostering connection and community and enhancing Indigo's brand. The Senior Manager will drive event sales, profitability, and brand affinity incrementally across Indigo's core business channels. The Senior Manager will deliver successful events that inspire Indigo's customers while positively engaging authors, publishers, and Indigo's store teams. KEY PERFORMANCE METRICS Customer Participation & Traffic Author & Publisher Engagement Events NPS On-Time Operational SLAs Events Revenue & Profitability Employee Engagement KEY ACCOUNTABILITIES Strategic Identify growth opportunities and partnerships to expand reach and profitability. Integrate events into Marketing and eCommerce strategies to maximize impact. Functional Inspire and develop the events team to achieve operational and financial success. Build strong relationships with authors, publishers, and internal stakeholders. Optimize processes to improve efficiency and (external & internal) customers' satisfaction. Lead planning and execution of a brand-appropriate events calendar. Develop a rolling 52-week plan that articulates the known deliverables and key goals for events year-round Deliver exceptional events that strengthen brand affinity and community connection. Communicate event performance and objectives effectively to cross-functional teams and executives. Lead frequent customer and sales analytics to share results and critically assess previous performance with key stakeholders to iteratively improve. Make strategic recommendations to leadership based on customer & business insights. People Develop a high performing & engaged team Provide feedback and coaching to develop direct reports and mentees Shape and influence team culture to reflect Indigo's values and direction Empower team members through clear expectations, performance management, and growth opportunities Attract, develop, and retain top talent Act as a mentor & role model, helping others understand the broader impact of their work Foster collaboration and knowledge sharing across teams and functions Ensure team alignment with organizational goals and cultural values Cultural Model Indigo's Guiding Principles and convey a positive, forward-thinking image Embrace and influence change, fostering a culture resonant of our guiding principles and in particular emphasizing data driven, systems thinking, and customer centric. Celebrate diversity of thought and encourage open dialogue Take an active role in shaping organizational culture through leadership and example RELATIONSHIPS Reports to: Vice President, Customer Experience & eCommerce Manager once Removed (MOR): EVP & Chief Customer Officer Internal: Customer Service, Creative, Finance, Indigo Love of Reading, Loyalty, Marketing, Merchants, Retail Operations & Communication, Supply Chain & Distribution Centre External: Authors, Publishers & Vendors, Venues, & Production Partners Qualifications Work Experience / Education / Certifications 8-10 years of experience in Customer Experience, Events, or Marketing. Bachelor's degree in business, marketing, or related field; MBA or equivalent is an asset. Experience in retail, hospitality, or media & publishing required. Competencies / Skills / Attributes Strategic thinker with strong business acumen and foresight. Strong relationship builder and communicator with a strong leadership presence. Thoughtful brand advocate and customer-obsessed. Deep understanding of marketing & customer behaviour. Proven ability to lead through complexity and ambiguity. This position requires regular travel to event sites and venues. Additional information At Indigo, all applications submitted are reviewed in detail by our HR team. In certain aspects of the hiring process artificial intelligence (AI) tools may be used, specifically for screening and assessments. These tools support our team and are used to help bring relevant criteria to the foreground and do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination. At Indigo, Diversity, Equity, Inclusion, and Accessibility are core to our values. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Color), members of the 2SLGBTQIA+ community, and persons with disabilities. If you require an accommodation during the recruitment process, please contact Human Resources at talent@indigo.ca This posting is for a current opportunity within Indigo.