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Chief Customer Engagement Director
2 months ago
Indigo Books & Music is dedicated to fostering a culture of innovation and customer-centricity. As the Chief Customer Engagement Director, you will play a pivotal role in driving the company's loyalty strategy forward.
About IndigoDedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic, and customer-focused individuals who can help bring its exciting mission to life. With over 170 stores across Canada, we offer a variety of exciting opportunities at our retail stores, distribution centers, and home office for people who share our passions and want to be part of a dynamic and enriching culture.
Job SummaryWe are seeking an experienced Senior Director, Asset Management, to join our team. This role is responsible for growing member engagement (retention, digital engagement, acquisition, and RFM) through offer, partner, and promotional strategies. The successful candidate will own the member communication strategy to build community between members and Indigo.
Key Responsibilities- Develop plum acquisition & engagement strategy; champion this plan with Retail and Digital teams.
- Build an offer strategy to provide immediate benefits for members each quarter.
- Build a program of events for plum communities across our stores; what is the experience for members vs non-members.
- Create ambassadors for the Plum rewards program via the Plum employee program, engaging employees with relevant program information.
- Develop and execute the promotional strategy to improve customer engagement and value perception, with efficient use of discount dollars.
- In partnership with CRM Manager, build lifecycle management programs to retain and grow our best members.
To be successful in this role, you will need:
- Post-secondary education completed, preferably business or marketing degree. 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.
The ideal candidate will possess:
- Strong drive and results-oriented, with a focus on continual improvement.
- Strong quantitative analytical skills.
- Customer-centric approach.
- Creative and innovative approach to problem solving.
- Willingness to accept accountability and ownership.
- Ability to collaborate and build strong relationships with cross-functional partners.
As a valued member of our team, you will enjoy a competitive salary, ranging from $150,000 to $200,000 per annum, commensurate with your experience and qualifications.
