CRM Operations Specialist - Toronto, Canada - Indigo

Indigo

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

de l'entreprise

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

Description du poste

The Operations Specialist, CRM is responsible for supporting the continuous management and improvement of marketing data and infrastructure to directly support targeted campaigns.

This role acts as the bridge between data engineering & data science to marketing teams, helping to understand, structure, and provide customer datapoints from Snowflake to Segment for self-service.

This role is also responsible for maintaining rigorous documentation of CRM automated processes and promotion information to support execution in partnership with analysts.

KEY PERFORMANCE METRICS
Demonstrated improvement of customer marketing processes
Timely and accurate delivery of targeted offer execution
Improvements in quality and accuracy of customer data available to marketing teams
High independence in managing own day-to-day work deliverables
Collaboration with internal partners on key processes
Contribution to overall Customer Data & Analytics knowledge and methodology

KEY ACCOUNTABILITIES
Functional

Manage the automation of all CRM offers to increase operational efficiency and streamline internal workflows.
Create and own documentation for any new data processes and ensure that existing documented processes are up to date.
Support end-to-end testing of targeted offers in partnership with IT, Operations, and Performance Marketing teams.

Execute targeted offer campaigns, including customer activation and audience syncs, and work with CRM analysts and channel owners to ensure correct audience identification.

Create and maintain a targeted offers library to organize promotion details needed for execution and measurement.
Investigate customer service inquiries related to targeted offers
Partner with analysts, data science, and data engineering to consolidate customer marketing data and enable its availability to marketing teams
Act as an advocate for the customer by placing them at the forefront of all design and decision-making processes
Challenge the status quo and consistently identify areas for improvement, diagnose issues and work to resolve them

People

Collaborate with others to drive flexible and iterative solutions quickly and easily.
Share technical knowledge with others and 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 the 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:
Senior Manager, Customer Engagement

Manager once Removed (MOR): Director, Loyalty

KEY RELATIONSHIPS

Internal:

Loyalty
Performance Marketing
Data Engineering
Data Science
IT

External:

3rd party data, service and solution providers

Qualifications:

QUALIFICATIONS
Work Experience / Education / Certifications

2+ years of CRM Administration experience
Post-secondary education in a quantitative field or equivalent experience
Ability to work with complex datasets
Strong SQL programming skills required - experience with Snowflake, an asset
Experience working with a customer data platform (e.g. Segment) preferred
Moderate to advanced Excel skills
Experience with version control (e.g. Git) and collaboration on codebases
Experience in CRM marketing, customer intelligence and campaign management is an asset

Competencies / Skills / Attributes

Process-oriented, high attention to detail, and strong organizational skills
Strong analytical skills with the ability to interpret data
Proactive and a demonstrated interest in customer data and digital marketing
Effective communication skills that