Senior Manager, Customer Intelligence - 12 Month Contract

  • 468 King St W, Toronto, Canada
  • Contract

Company Description

Current Indigo employees should apply through the Internal Mobility page using your @indigo.ca email address.

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 200 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

WHAT YOU’LL DO: 

The Senior Manager, Customer Intelligence leads strategic customer analytics to drive critical executive decisions, uncovering business opportunities which will generate increased revenue and engagement from our customers. This position leads Indigo’s data science practice, accountable for building and maintaining Indigo’s predictive models, and targeting methodologies, to power the personalization strategy. This position is also accountable for developing and maintaining the Indigo customer language, ensuring it is well understood and actioned across the business.   

  • Support the broader Indigo strategic pillars for the year and executive committee decisions with proactive customer insights 
  • Build excellent partnerships with leaders across the Merchandising, Marketing and Channel teams (Online / Retail); provide customer insights to support strategic business decisions  
  • Maintain a high level of strategic foresight by identifying customer and business needs, and adjusting departmental and team objectives accordingly 
  • Drive the broader data culture across Indigo and be a champion to drive more business decisions through insights 
  • Build and maintain Indigo’s data science and machine learning practice, to drive predictive analytics, product recommendations, targeted promotions/offers and CRM that build customer frequency 
  • Manage day-to-day priorities for the Customer Intelligence team, ensuring a high bar for quality and actionable customer insights for the organization 
  • Build and develop Indigo’s customer language and ensure it is used throughout the business 
  • Build and share tools, eg. customer dashboard to provide self-serve access to customer data throughout the business  
  • Provide leadership to ensure policies and processes are in place to ensure customer data is collected, stored and used with integrity and in compliance with privacy and legislation 
  • Maintain strong partnership with IT to enhance the accuracy and breadth of our customer data 
  • 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 
  • As an experienced leader and analytics expert, prioritize coaching, development, and knowledge sharing across the Customer Intelligence team, learning from global best practice  
  • Build strong teams by attracting, retaining and developing the best talent 
  • Bring out the best in others, empower and constructively stretch talent 
  • 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 and bench strength of the team 
  • Support the creation and maintenance of a talent succession plan 
  • Collaborate with others to drive flexible and iterative solutions, quickly and easily 
  • Create an environment where technical skills can be shared among team members  
  • Help others see the impacts of their efforts & proactively engage other functions to get input 
  • Encourage others to freely share their point of view and be open to feedback 
  • 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 

Qualifications

WHO YOU ARE: 

  • 8+ years of demonstrated experience in CRM, data science, data-driven marketing, preferably in retail or consumer goods 
  • Bachelors Degree, preferably in statistics, mathematics, engineering or computer science 
  • Proven ability and experience leading teams to analyze customer data for actionable business insight 
  • Strong balance between the science of analytics, and the creativity required to appropriately interpret business insights: skilled at turning complex analysis into simple conclusions and recommendations 
  • Technical data science leadership: ability and desire to coach the team to build technical skills, especially in Python 
  • Excellent quantitative analytical skills 
  • Outstanding communication skills – able to inform and inspire through visual, written, and oral communication 
  • Strong project management capability, ideally including experience building new CRM data environments 
  • The ability to collaborate with cross-functional teams and consider the business impact of decisions on diverse groups; influence others to achieve project goals  
  • Strong and timely decision-making abilities  
  • 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 
  • Dedication to exceed performance expectations and approaches work with a sense of urgency and passion 
  • Highly customer centric approach to all initiatives  
  • Passionate about the Indigo brand 

Additional Information

Indigo Books & Music is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources if you require accommodation. We will work with all applicants to accommodate their individual accessibility needs. 

WELCOME HOME