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 behaviour data.
Proven ability to recruit, inspire, and lead high-performing teams.
Exceptional skills in analyzing and presenting customer data to surface meaningful insights.
Strong passion for understanding and interpreting consumer behaviour.
Demonstrated commitment to Indigo's mission and alignment with our Guiding Principles.
Additional Information
At Indigo, we are committed to our communities, our customers, and each other; together we can make a positive impact. We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. We are driven to be an equitable employer, which highly values your diverse backgrounds, experiences, and perspectives. We believe that you, in all your uniqueness, belong at Indigo. We welcome all applicants and encourage applications from individuals who identify as Black, Indigenous, a person of colour, LGBTQ2+ and people with disabilities. Accommodations are available upon request to individuals who self-identify as having a disability or special need. Please contact Human Resources at Support-HR@indigo.ca if you require an accommodation at any time during the recruitment process.
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