Coordinator, Loyalty Marketing

Company Description
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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 150 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**:
The Coordinator, Loyalty Marketing and Operations for Indigo will support the execution of all operational activities that supports internal loyalty engagement, as well as member engagement through omni channels. This role will also unlock new loyalty capabilities by gathering business requirements for benefit enhancements and promotional engagement through online and app. Partnering cross-functionally, this role will drive member engagement through omni channels such that business benefits are achieved.

WHAT YOU’LL DO:
Functional
- Continuous improvement with the monthly plum Newsletter: support the annual planning of driving engagement, increasing open rates and testing new content blocks to align with gold marketing campaigns
- Support the creation of the My Offers strategy
- Manage the plum Newsletter content calendar, build the monthly studio and production briefs
- Act as the lead on implementation of all loyalty contests including an annual Million points contest
- Submit a Promotional Request Form (PRF) for all targeted and program offers; partner with CRM, Retail IT and Testing team to support qualify assurance validation from end-to-end.
- Support Member Engagement team with all loyalty program development and communication, including studio briefs
- Support quarterly Retail plum Champion calls to help create a community of shared learnings, best practices, and foster opportunities to share program improvements as well as an understanding of the functionality of promos
- Act as a key player in responding to Discussion Board posts and Customer Service requests
- Manage the Member Exclusive inbox
- Manually load points for customer Thank You moments, etc.
- Support with analysis of the loyalty program performance through loyalty platform reporting dashboards
- Ensure the completion of team deliverables and set/adhere to team budgets, as applicable
- Act as an advocate for the customer by placing them at the forefront of all design and decision-making processes
- Proactively identify and anticipate customer expectations and needs
- Embrace and seek out technology that creates high tech and high touch solutions for Indigo’s customers
- Challenge the status quo and consistently identify areas for improvement, diagnose issues and working to resolve them

People
- 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
- 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
- Accountable for the overall engagement, productivity, turnover and bench strength of the team

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

**Qualifications**:
WHO YOU ARE:

- Minimum 3 years’ experience in retail or marketing role, with a strong understanding of the loyalty environment in Canada
- Mandatory experience in loyalty marketing and customer engagement strategies
- Minimum 2 years’ experience working with business customers (Marketing, IT, Data and Analytics) including experience working with CRM and loyalty platforms
- University educated or equivalent post-secondary degree
- Willing to co-create with internal teams to achieve long-lasting success
- Energetic self-starter with an interest in developing strong relationships and cross-functional partnerships
- Superior organizational and project-management skills with high attention to detail
- Excellent written and verbal communication ski