Manager, Customer

1 day ago


Toronto, Canada Indigo Books & Music Full time

Company Description
**_

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 150 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 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

**Job Description**:
The Manager, Customer & Market Research is responsible for delivering insights to ensure that customers are at the centre of decision-making at Indigo. As a critical enabler of customer-centricity, this role will act as the the “Voice of the Customer”, identifying and recommending growth opportunities while informing the business on how to better serve our customers. The Manager, Research will partner with the broader Data & Analytics Community of Practice (CoP) to combine research with behavioural insights, that provide a 360 view of what customers, and consumers, are currently thinking, feeling, saying and doing, and how that will evolve in the future.

WHAT YOU’LL DO:

- Develop, build and deliver monthly and quarterly presentations of customer, consumer and market trends, leveraging internal and external research
- Support the achievement of Indigo’s strategic initiatives through the delivery of proactive customer insights
- Develop, define and implement research activities and deliverables roadmap
- Leverage research and data to influence and inform a strong culture of data-driven insights across Indigo and be a champion to drive business decisions through these insights
- Manage all aspects of the research process from conceptualization to design, analysis and interpretation of results
- Implement and manage reporting, governance, and action planning framework for Indigo’s customer experience program
- Set up external brand health and market share reporting, ensuring strategic insights and recommendations are shared with the business
- Manage research program of Indigo Innovators customer community, working with internal partners to prioritize requests, build insights and share recommendations
- Act as a strategic partner to the Digital Product & Design teams, to deliver customer and user experience research, to ensure we are delivering the best digital experience for customers
- Build excellent partnerships with leaders across Digital, Retail, Marketing and Merchandising teams; empowering them with customer and market insights required for their roles
- Stay connected to research industry trends, CX trends, developments and technology
- Recommend best practices to advocate customer and market research with internal teams, and KPIs, including knowledge sharing with internal stakeholders
- As an experienced research expert, prioritize coaching, development, and knowledge sharing across the CoP, learning from global best practice
- Manage departmental budget
- Ensure the completion of team deliverables and set/adhere to team budgets, as applicable
- Act as an advocate for the customer by placing them at the forefront of all design and decision-making processes
- Proactively identify and anticipate customer expectations and needs
- Embrace and seek out technology that creates high-tech and high-touch solutions for Indigo’s customers
- Challenge the status quo and consistently identify areas for improvement, diagnose issues and working to resolve them
- Build strong teams by attracting, retaining and developing the best talent
- Bring out the best in others, empower and constructively stretch talent
- Give authentic feedback on performance and potential
- Ensure all team members understand where they stand and have clear performance objectives aligned with Indigo and department goals
- Support the creation and maintenance of a talent succession plan
- Collaborate with others to drive flexible and iterative solutions, quickly and easily
- Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
- Help others see the impacts of their efforts & proactively engage other functions to get input
- Encourage others to freely share their point of view and be open to feedback
- Accountable for the overall engagement, productivity, turnover and bench strength of the team
- Model I



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