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    Manager, Business Management Operations - Toronto, ON, Canada - Indigo Books & Music Inc.

    Indigo Books & Music Inc.
    Indigo Books & Music Inc. Toronto, ON, Canada

    3 weeks ago

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    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 170Indigo, 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.

    We are Canada's Cultural Department Store
    We seek to ignite creativity and innovation every day
    We give back to the communities in which we operate

    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
    Improvements in quality and accuracy of customer data available to marketing teams
    High independence in managing own day-to-day work deliverables
    Contribution to overall Customer Data & Analytics knowledge and methodology
    Create and optimize data processes and infrastructure for email/performance marketing and loyalty promotions using Snowflake and Segment.
    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.

    Partner with analysts, data science, and data engineering to consolidate customer marketing data and enable its availability to marketing teams
    Act as the subject matter expert on CRM data environment with respect to customer data consumption by marketing teams
    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.
    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

    Reports to:
    Senior Manager, Customer Engagement
    Performance Marketing
    Data Science
    3rd party data, service and solution providers

    Work Experience / Education / Certifications
    ~2+ years of CRM Administration experience
    ~ Post-secondary education in a quantitative field or equivalent experience
    ~ Strong SQL programming skills required – experience with Snowflake, an asset
    ~ Experience working with a customer data platform (e.g. Experience with version control (e.g. Experience in CRM marketing, customer intelligence and campaign management is an asset
    ~ Strong analytical skills with the ability to interpret data
    ~ Proactive and a demonstrated interest in customer data and digital marketing
    ~ The ability to collaborate with cross-functional teams and consider the business impact of decisions on diverse groups; influence others to achieve project goals often without direct authority
    ~ 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

    #At Indigo, we are committed to our communities, our customers, and each other; We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. 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.
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