Chief Experience Officer, Member Engagement
17 hours ago
We are seeking a Chief Experience Officer, Member Engagement to lead our member engagement efforts and drive business growth.
Company OverviewIndigo is Canada's Cultural Department Store, dedicated to telling stories and creating experiences. We are committed to our communities, customers, and each other, fostering diversity and inclusion to bring out the full potential of our team members.
About the RoleThis role is responsible for growing member engagement through offer, partner, and promotional strategies. The successful candidate will own the member communication strategy to build community between members and Indigo, driving retention, digital engagement, acquisition, and RFM (Recency, Frequency, Monetary).
The Chief Experience Officer, Member Engagement will be accountable for developing plum acquisition & engagement strategy, championing this plan with Retail and Digital teams, and partnering with Indigo Digital and IT teams to execute tech developments. They will also build an offer strategy to provide immediate benefits for members each quarter, as well as build a program of events for plum communities across our stores.
Key Responsibilities- Develop and implement member engagement strategies to drive retention, digital engagement, acquisition, and RFM
- Owning the member communication strategy to build community between members and Indigo
- Developing plum acquisition & engagement strategy, championing this plan with Retail and Digital teams
- Partnering with Indigo Digital and IT teams to execute tech developments
- Building an offer strategy to provide immediate benefits for members each quarter
- Building a program of events for plum communities across our stores
- Leading updates to program Terms & Conditions in partnership with the legal team
- Building and delivering the monthly plum newsletter, working with cross-functional and external partners to curate exclusive content and offers
To be successful in this role, you will need:
- MBA considered an asset
- 7+ years of demonstrated experience in loyalty and/or CRM/data-driven marketing, preferably in agency, retail or consumer goods
- Strong project management experience in building new CRM data environments and/or redesigning loyalty programs
We offer a competitive salary range of $120,000 - $180,000 per year, depending on experience. Additionally, we provide a comprehensive benefits package, including medical and dental insurance, 401(k) matching, and generous paid time off.
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