Senior Manager, Loyalty Program Operations & En...

@ Indigo Books & Music

Company Overview

Dedicated to telling stories and creating experiences, Indigo Books & Music is always looking for bright, energetic and customer-focused people to bring our mission to life across more than 170 stores in Canada. We are Canada’s Cultural Department Store with a passion for books, community, and creativity.

Mission & Role

The Senior Manager, Loyalty Program Operations & Engagement is responsible for growing member engagement through innovative strategies including offers, partnerships, and promotions. You will drive the evolution of the plum rewards program and lead member communications to foster a vibrant member community.

Key Performance Metrics

• Overall loyalty program satisfaction and engagement
• Improvement in member retention, spend, and frequency
• Acquisition and retention of plum members and email opt-ins
• ROI from loyalty promotions, events, and campaigns
• Stakeholder and partner satisfaction across Marketing, Merchandising, and Channel leadership

Key Accountabilities

Strategic: Develop and champion a comprehensive plum acquisition and engagement strategy. Lead email and SMS loyalty engagement strategies; support a multi-year roadmap for new benefits and external partnerships; and oversee targeted sub-programs.

Functional: Execute member promotions with in-store communications, coordinate with cross-functional teams for marketing and events, update program Terms & Conditions, and manage loyalty messaging across email and social channels. Provide support to store teams and customer service with relevant tools and processes.

People & Cultural: Foster a collaborative environment, encourage technical and creative sharing, and model Indigo’s positive values. Contribute to a culture of learning, diversity, and continuous improvement.

Scope & Key Relationships

Reports to the Director, Loyalty with a dotted line to the CMO. Work closely with internal teams (Customer Intelligence, Digital Marketing, Marketing, Merchandising, Site Experience, Programming & Events, Digital Merchandising, Retail Operations) and manage external relationships with consultants, vendors, and partner brands.

Qualifications

• Post-secondary education in business, marketing or related field; MBA is an asset.
• 5+ years of experience in loyalty, CRM, or data-driven marketing within agency, retail or consumer goods.
• Data-driven mindset, creative problem solving and excellent leadership, communication and project management skills.
• Customer-centric approach with strong quantitative and analytical abilities.

Key Skills/Competency

• Loyalty
• Engagement
• CRM
• Digital Marketing
• Retention
• Strategy
• Communication
• Innovation
• Project Management
• Analytics