CRM Operations Specialist

6 months ago

Toronto, Canada Indigo Books & Music Full time

**Description de l'entreprise**
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 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

**Description du poste**
The Operations Specialist, CRM is responsible for supporting the continuous management and improvement of marketing data and infrastructure to directly support targeted campaigns. This role acts as the bridge between data engineering & data science to marketing teams, helping to understand, structure, and provide customer datapoints from Snowflake to Segment for self-service. This role is also responsible for maintaining rigorous documentation of CRM automated processes and promotion information to support execution in partnership with analysts.

**KEY PERFORMANCE METRICS**
- Demonstrated improvement of customer marketing processes
- Timely and accurate delivery of targeted offer execution
- Improvements in quality and accuracy of customer data available to marketing teams
- High independence in managing own day-to-day work deliverables
- Collaboration with internal partners on key processes
- Contribution to overall Customer Data & Analytics knowledge and methodology

**KEY ACCOUNTABILITIES**

Functional
- 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 up to date.
- 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 offers
- Partner with analysts, data science, and data engineering to consolidate customer marketing data and enable its availability to marketing teams
- Act as an advocate for the customer by placing them at the forefront of all design and decision-making processes
- Challenge the status quo and consistently identify areas for improvement, diagnose issues and work to resolve them

People
- Collaborate 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.

Cultural
- Model Indigo’s beliefs and convey a positive image in everything you do
- Celebrate the 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

SCOPE
- Reports to: Senior Manager, Customer Engagement
- Manager once Removed (MOR): Director, Loyalty

KEY RELATIONSHIPS

Internal:

- Loyalty
- Performance Marketing
- Data Engineering
- Data Science
- IT

External:

- 3rd party data, service and solution providers

**Qualifications** QUALIFICATIONS**

Work Experience / Education / Certifications
- 2+ years of CRM Administration experience
- Post-secondary education in a quantitative field or equivalent experience
- Ability to work with complex datasets
- Strong SQL programming skills required - experience with Snowflake, an asset
- Experience working with a customer data platform (e.g. Segment) preferred
- Moderate to advanced Excel skills
- Experience with version control (e.g. Git) and collaboration on codebases
- Experience in CRM marketing, customer intelligence and campaign management is an asset

Competencies / Skills / Attributes
- Process-oriented, high attention to detail, and strong organizational skills
- Strong analytical skills with the ability to interpret data
- Proactive an

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