Director, Loyalty

3 weeks ago

Toronto, Canada Indigo 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 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

**Job Description**:
As the Marketing Director of Loyalty at Indigo, your mission is to drive sales, profit, and lifetime value by developing a comprehensive strategy that rewards and engages our members. You will focus on driving growth in plum and plum+ memberships through a combination of acquisition and engagement strategies, including retention, spend, and frequency initiatives. Your responsibilities include developing a program design and technology roadmap for personalization and continuous development of all plum tiers and collaborating closely with cross-functional partners to ensure flawless execution. Additionally, you will spearhead the development of a community engagement strategy that nurtures the emotional connection with our members through various initiatives such as online member hubs, reviews, plum newsletters, events/experiences, and partnerships with other brands. Furthermore, you will play a crucial role as a member of the Marketing Leadership Team in the development of a coordinated, highly productive omni-channel marketing game plan.

KEY PERFORMANCE METRICS

Measured improvement in plum and plum+ enrollment numbers.
plum+ member retention, spend, frequency and point redemption.
Customer response and engagement in CRM and targeted offers
Overall loyalty program profitability
Team engagement

KEY ACCOUNTABILITIES

Strategic

Develop program design and technology roadmap for personalization and continuous development of all plum tiers, working closely with cross-functional partners to ensure successful execution.
Lead the development and implementation of innovative CRM/data-driven marketing strategies, leveraging personalized offers and deep customer insights to enhance member engagement and loyalty.
Drive sales, profit, and lifetime value by developing a strategy that rewards and engages our best customers.
Build community engagement strategy to nurture the emotional connection with our customers (e.g., online member hub, plum newsletter, exclusive events and experiences, partner brands, customer co-creation)
Develop promotional strategy and program of plum personalized offers to improve customer engagement and value perception.
Build critical mass in the plum+ tier by adding new benefits to the program to build members acquisition and renewal rate.
Increase number of members who redeem points by removing friction online and in-store.
Maintain a high level of strategic foresight by identifying customer and business needs, and adjusting departmental and team objectives accordingly.

Functional

Further develop the existing contact strategy across channels that builds the long-term customer relationship, synergies with marketing priorities, advances the level of relevance/personalization for our customers and drives near-term revenue/profit goals.
Manage strategy, planning, execution and measurement of Indigo's CRM and targeted campaigns.
Manage ongoing updates to program Terms & Conditions, in partnership with the legal team.
Set and adhere to the annual plum OPEX and bonus points budget.
Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them.

People

Lead and engage team to deliver strategic objectives through effective coaching and mentoring, identifying, and developing emerging talent, and fostering an innovative, collaborative, and agile culture.
Foster a culture of innovation and continuous improvement focusing on customer experience.
Accountable for the overall engagement, productivity, turnover and bench strength of the team
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.

Cultural

Celebrate diversity of thought and have an open mindset.
Take an active role in fostering a culture of continual learning, taking risks without fearing maki

  • Director, Strategic Loyalty Insights

    4 weeks ago

    Toronto, Canada Bond Brand Loyalty Full time

    Director, Strategic Loyalty Insights & Growth Job Category: Directors Requisition Number: DIREC002052 Apply now - Posted: January 27, 2025 - Full-Time - Hybrid Locations Showing 1 location Toronto/Remote/Hybrid 25 King Street West Toronto, ON M5L 2A1, CAN Join our dynamic and innovative Global Customer Engagement agency, where we are committed to...

  • Director, Strategic Loyalty Insights

    4 weeks ago

    Toronto, Canada Bond Brand Loyalty Full time

    Director, Strategic Loyalty Insights & GrowthJob Category: DirectorsRequisition Number: DIREC002052Apply nowPosted: January 27, 2025Full-TimeHybridLocationsShowing 1 locationToronto/Remote/Hybrid25 King Street WestToronto, ON M5L 2A1, CANJoin our dynamic and innovative Global Customer Engagement agency, where we are committed to making the world a more loyal...

  • Director, Strategic Loyalty Insights

    4 weeks ago

    Toronto, Canada Bond Brand Loyalty Full time

    Director, Strategic Loyalty Insights & GrowthJob Category: DirectorsRequisition Number: DIREC002052Apply nowPosted: January 27, 2025Full-TimeHybridLocationsShowing 1 locationToronto/Remote/Hybrid25 King Street WestToronto, ON M5L 2A1, CANJoin our dynamic and innovative Global Customer Engagement agency, where we are committed to making the world a more loyal...

  • Director, Strategic Loyalty Insights

    3 days ago

    Toronto, Ontario, Canada Bond Brand Loyalty Full time

    About Us: Join our dynamic and innovative Global Customer Engagement agency, where we are committed to making the world a more loyal place through cutting-edge solutions. We are seeking an individual who is passionate about Marketing and Customer Engagement to expand our global presence and drive business growth. If you're looking to be part of a company...

  • Director, Strategic Loyalty Insights

    3 weeks ago

    Toronto, Canada Bond Brand Loyalty Inc. Full time

    Director, Strategic Loyalty Insights & GrowthJob Category: DirectorsRequisition Number: DIREC002052Location: Toronto/Remote/Hybrid25 King Street WestToronto, ON M5L 2A1, CANSalary: CAD 125,000 - 150,000Posted: January 27, 2025Job Type: Full-Time, HybridJoin our dynamic and innovative Global Customer Engagement agency, where we are committed to making the...

  • Director, Strategic Loyalty Insights

    2 weeks ago

    Toronto, Canada Bond Brand Loyalty Inc. Full time

    Director, Strategic Loyalty Insights & GrowthJob Category: DirectorsRequisition Number: DIREC002052Location: Toronto/Remote/Hybrid25 King Street WestToronto, ON M5L 2A1, CANSalary: CAD 125,000 - 150,000Posted: January 27, 2025Job Type: Full-Time, HybridJoin our dynamic and innovative Global Customer Engagement agency, where we are committed to making the...

  • Director, Strategic Loyalty Insights

    2 days ago

    Toronto, Canada Bond Brand Loyalty Full time

    About Us: Join our dynamic and innovative Global Customer Engagement agency, where we are committed to making the world a more loyal place through cutting-edge solutions. We are seeking an individual who is passionate about Marketing and Customer Engagement to expand our global presence and drive business growth. If you're looking to be part of a company...

  • Loyalty Insights Manager

    1 day ago

    Toronto, Ontario, Canada Bond Brand Loyalty Inc. Full time

    Bond Brand Loyalty Inc. designs, builds, and manages creative and innovative solutions for client loyalty.As the Research Director, you will oversee the entire research process from survey design to drawing insights.The Role:You will lead the quoting and sales process for The Loyalty Report.Project Management:Oversee the execution of research programs...

  • Research Director

    3 days ago

    Toronto, Ontario, Canada Bond Brand Loyalty Full time

    About Us: At Bond we design, build, and manage creative and innovative solutions for our clients, all with the goal of helping them build ever-stronger loyalty to their brands. That can take us in some pretty amazing directions, and as the Research Director supporting the Global Insights team, you'll have your hands on the wheel as we drive the...

  • Research Director

    5 days ago

    Toronto, Canada Bond Brand Loyalty Full time

    About Us: At Bond we design, build, and manage creative and innovative solutions for our clients, all with the goal of helping them build ever-stronger loyalty to their brands. That can take us in some pretty amazing directions, and as the Research Director supporting the Global Insights team, you’ll have your hands on the wheel as we drive the...

  • Research Director Leadership

    1 day ago

    Toronto, Ontario, Canada Bond Brand Loyalty Inc. Full time

    Toronto/Remote/HybridBond Brand Loyalty Inc. is a leading provider of innovative solutions for client loyalty.As the Research Director supporting the Global Insights team, you'll drive the future of customer-centric experience.The Role:You will lead the design and delivery for The Loyalty Report, our largest scale research project.Key Responsibilities:Lead...

  • Research Director

    4 days ago

    Old Toronto, Canada Bond Brand Loyalty Full time

    Toronto/Remote/Hybrid25 King Street WestToronto, ON M5L 2A1, CANAt Bond we design, build, and manage creative and innovative solutions for our clients, all with the goal of helping them build ever-stronger loyalty to their brands. That can take us in some pretty amazing directions, and as the Research Director supporting the Global Insights team, you’ll...

  • Loyalty Manager

    4 weeks ago

    Toronto, Canada Doctors Without Borders Full time

    **Job Information** **Position Status**: Permanent **Activity Rate**: 100% (Full time), 37.5 hours per week **Salary Grade**: Level D on the MSF Canada Salary Grid, $82,615 per year **Status**:Must be legally authorized to work in Canada; MSF Canada is not in the position to support a work permit process for any applicant outside of Canada **Benefits**:...

  • Research Director

    2 weeks ago

    Toronto, Canada Bond Brand Loyalty Inc. Full time

    Toronto/Remote/Hybrid25 King Street WestToronto, ON M5L 2A1, CANToronto/Remote/Hybrid25 King Street WestToronto, ON M5L 2A1, CANAt Bond we design, build, and manage creative and innovative solutions for our clients, all with the goal of helping them build ever-stronger loyalty to their brands. That can take us in some pretty amazing directions, and as the...

  • Research Director

    2 weeks ago

    Toronto, Canada Bond Brand Loyalty Inc. Full time

    Toronto/Remote/Hybrid25 King Street WestToronto, ON M5L 2A1, CANToronto/Remote/Hybrid25 King Street WestToronto, ON M5L 2A1, CANAt Bond we design, build, and manage creative and innovative solutions for our clients, all with the goal of helping them build ever-stronger loyalty to their brands. That can take us in some pretty amazing directions, and as the...

  • ▷ Urgent Search! Research Director

    2 weeks ago

    Toronto, Canada Bond Brand Loyalty Inc. Full time

    Toronto/Remote/Hybrid 25 King Street West Toronto, ON M5L 2A1, CAN Toronto/Remote/Hybrid 25 King Street West Toronto, ON M5L 2A1, CAN At Bond we design, build, and manage creative and innovative solutions for our clients, all with the goal of helping them build ever-stronger loyalty to their brands. That can take us in some pretty amazing directions, and...

  • Director of Loyalty Initiatives

    6 days ago

    Toronto, Ontario, Canada CSC Generation Full time

    Job DescriptionThe ideal candidate will possess a strong background in eCommerce retention marketing, with a proven track record of success in customer lifecycle management and loyalty program optimization. As a key member of our team, you will work closely with eCommerce, Product, and Customer Support teams to ensure a cohesive and customer-centric...

  • Analyst, Loyalty Rewards Relationship Management

    4 weeks ago

    Toronto, Canada Scotiabank Full time

    Requisition ID: 213930 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. As the Analyst, Loyalty Rewards Relationship Management, you will support the Director, Rewards Strategy & Management with collaborating with Scotiabank partners to identify their business loyalty objectives. You will support all...

  • Loyalty Reward Program Manager

    17 hours ago

    Toronto, Canada BMO Financial Group Full time $68,000 - $126,000

    Loyalty programs are a major driver of customer engagement with most businesses and are the most important factor customers consider in choosing a credit card. The brand perception, customer experience and overall value of a loyalty program underpin the success or failure of a credit card portfolio.The Rewards Program Manager is accountable to manage all...

  • Manager, Loyalty

    3 weeks ago

    Toronto, Canada Scotiabank Full time

    Requisition ID: 182066 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **Hiring Details**: - Primary Manger: Sr. Manager, Loyalty & Partnerships Finance & Director, Loyalty & Partnerships Finance - Direct Reports: N.A **Job Purpose**: **Is this role right for you? In this role, you will**: -...