Loyalty Specialist

This range is provided by Indigo. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $60,000.00/yr - $80,000.00/yr Indigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. We believe in real books, living life fully and generously, being kind to each other and to the environment, and that stories — big and little — connect us. Indigo is our customer\'s happy place — for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place. OUR GUIDING PRINCIPLES Our Mission is to inspire reading and enrich the lives of booklovers. As such, we believe in the power of people and their stories. We aim to attract top talent, nurture the potential of our employees, and create space for everyone to thrive. Our Guiding Principles are the few key ideas that are meant to influence everything we do, every day. We Will Hire, Inspire, Promote and Retain the Best We Will Be Entrepreneurial We Will Be Committed to Caring About Each Other, Our Communities, and Our Environment We Will Be Committed to True and Shared Value Creation We Will Be Systems Thinking, Data Driven and AI enabled Job Description The Operations Specialist, Loyalty plays a key role in driving the performance and effectiveness of our loyalty program. The role is responsible for supporting overall loyalty program operations, including the creation and optimization of offers, targeting and tracking, and providing loyalty data insights. Working cross-functionally, the Specialist will contribute to the development of targeted campaigns, analyze member behaviour, and continually improve the loyalty experience. The Operations Specialist will also support the creation and documentation of loyalty processes, maintain and evolve program scorecards, and assist in designing key customer journeys. With a hands-on approach and strong attention to detail, this role ensures our loyalty program remains insight-driven, measurable, and aligned to member and business needs. KEY PERFORMANCE METRICS Increase in overall loyalty program satisfaction and engagement as measured by CSAT, NPS Growth in active loyalty member count and year-over-year retention rate Increase in member engagement rates for loyalty-related communications Strong performance on personalized offers, including redemption rate and ROI Measurable increase in loyalty campaign efficiency, accuracy, and overall execution quality KEY ACCOUNTABILITIES Functional Support the development and evolution of loyalty program reporting and performance scorecards. Establish frameworks to measure the impact of loyalty programs and targeted initiatives, including return on investment and member-level performance. Design and optimize loyalty campaign structures and promotional mechanics that align with program objectives and member needs. Partner with email, data and marketing teams to execute personalized campaigns, working to ensure correct audience identification, as well as post campaign reporting Partner with the email marketing team to define and track loyalty-specific email performance metrics, ensuring campaign effectiveness and alignment with loyalty goals. Act as the subject matter expert (SME) on the loyalty platform, providing guidance, troubleshooting, and training to internal teams to ensure consistent and effective use of the tool across the organization. Identify and implement process enhancements that reduce inefficiencies, improve campaign execution, or streamline internal workflows. Investigate customer service inquiries related to targeted offers Strategic: Partner with the Data and Analytics team to translate customer data into actionable insights that inform strategy and drive continuous improvement in the loyalty experience. Map and analyze key customer journeys to identify friction points and opportunities to enhance the loyalty experience across touchpoints. Support the responsible collection, enrichment, and usage of first-party data from loyalty members, while ensuring compliance with privacy regulations and maintaining data security best practices. 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 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 SCOPE Reports to: Director, Loyalty Manager once Removed (MOR): Chief Marketing Officer KEY RELATIONSHIPS Internal: Loyalty Email Marketing Performance Marketing Data Science IT External: 3rd party data, service and solution providers Qualifications Work Experience / Education / Certifications 2+ years of consumer loyalty, CRM, marketing, customer insights, or related experience Hands-on experience working with a customer data platform (e.g. Segment) is an asset Familiarity with loyalty platforms (ie, Yotpo) is a strong asset Strong SQL programming skills required, experience with Snowflake is an asset Moderate to advanced Excel skills Ability to work with and interpret complex datasets Process-oriented, high attention to detail, and strong organizational skills Strong analytical skills with experience in performance measurement and ROI modelling Effective communication skills that include excellent written, oral, and presentation abilities Collaborative team player with the ability to influence without direct authority and consider broad business impacts Demonstrated time management skills, including the ability to adhere to schedules and manage processes; the ability to organize and prioritize work to manage timelines and to meet defined deadlines in a fast-paced work environment Strong decision-making skills with the ability to balance multiple priorities in a fast-paced environment Additional Information This posting is for a current opportunity within Indigo. At Indigo, all applications submitted are reviewed in detail by our HR team. In certain aspects of the hiring process artificial intelligence (AI) tools may be used, specifically for screening and assessments. These tools support our team and are used to help bring relevant criteria to the foreground and do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination. At Indigo, Diversity, Equity, Inclusion, and Accessibility are core to our values. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Color), members of the 2SLGBTQIA+ community, and persons with disabilities. If you require an accommodation during the recruitment process, please contact Human Resources at #J-18808-Ljbffr