Director of Customer Insight

**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** MISSION**

The Director of Customer Insight & Analytics is responsible for establishing and managing Indigo’s Customer Health Dashboard, which enables the organization to track customer behaviour against established weekly and monthly targets. The Director of Customer Insight & Analytics will provide actionable insights on customer behaviour trends to support key processes, including the Marketing Communication Process, the Plum Loyalty Program Development Process, the Weekly Performance Management Process, and the annual Strategic Planning Process.

The Director of Customer Insight & Analytics will monitor and share insights on market trends with the Marketing Team and senior management, providing a comprehensive view of opportunities and challenges related to existing and potential customers.

As a key member of the Marketing Team, the Director of Customer Insight & Analytics will contribute to the development of Marketing Strategy and play an integral role in the Corporate Strategic Planning Process.

This role will also lead the development of a highly skilled and engaged Customer Analytics and Insight Team, fostering a culture of data-driven decision-making to support Indigo’s overall strategic goals.

**KEY PERFORMANCE METRICS**
- Internal customer's net promotor scores (within marketing and cross-functionally).
- Team engagement scores

**KEY ACCOUNTABILITIES**

**Customer Health Reporting**
- Build Indigo Customer Health Dashboard and share weekly insight on progress vs. objectives and opportunities for corrective action.
- Deliver quarterly customer insight reviews to support ongoing strategic planning.
- Support functional leaders with insight-driven analysis and recommendations across customers, competitors, markets and categories.
- Maintain a strong partnership with IT to enhance the accuracy & breadth of data

**Strategic Insight Support**
- Unlock strategic choices and joint business planning opportunities to drive incremental sales and category growth.
- Develop Indigo’s customer segmentation and ensure it is used and understood throughout the business.
- Internal & External Customer Trends
- Deliver ongoing research priorities, brand health tracking, and macro-customer insights.
- Identify customer and business needs and adjust departmental and team objectives accordingly to maintain a high level of strategic foresight.
- Leverage analytical expertise data/system/business knowledge to answer and anticipate critical business questions and opportunities and deliver insights to the business in ways that make a significant impact.

**Inspiring Leadership**
- Coach and empower a team of Indigo growth analysts
- 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
- Accountable for the overall engagement, productivity, turnover & bench strength of the team
- Build excellent partnerships with leaders across the Marketing, Retail, e-commerce, and Merchandising teams; empower their teams with the data and insights required to make better business decisions

**KEY RELATIONSHIPS**
- Reports to the Chief Marketing Officer
- Directly responds to customer health and behaviour-related insight requests from: Sr. Director of Loyalty, VP of Marketing Communication, Sr. Vice President of Retail, Sr. Director of indigo.ca, EVP & Chief Merchant.
- Supports, as relevant, the Director of Data Structure & Integrity
- Liaises with external peers and experts in customer analytics and insights to continually build personal and organizational capability.

**Qualifications**
- A degree in Business Administration with a concentration in Business and Marketing Analytics or a degree in Data Science.
- A minimum of 7 years of progressively senior experience in roles focused on creating and communicating insights from customer b