Operations Specialist, Loyalty

Indigo Books & Music; Toronto; On-site; CAD 55,000 - 75,000; Full time

Job summary

A leading Canadian retail company is seeking an Operations Specialist for their Loyalty program. This role involves optimizing loyalty operations, analyzing customer data, and enhancing member experiences. Responsibilities include designing campaigns, measuring program performance, and ensuring compliance with data regulations. Candidates should have experience in CRM, strong SQL skills, and attention to detail. This position offers a dynamic work environment focused on continuous improvement and collaboration.

Benefits

Inclusive work environment

Growth opportunities

Employee discounts

Qualifications

• 2+ years of consumer loyalty, CRM, marketing, or customer insights experience.
• Strong SQL programming skills and familiarity with loyalty platforms.
• Ability to interpret complex datasets.

Responsibilities

• Support development of loyalty program reporting and performance scorecards.
• Partner with marketing teams for personalized campaigns.
• Identify process enhancements for campaign execution.

Skills

Attention to detail

Analytical skills

Effective communication skills

Collaborative team player

Time management

Tools

SQL

Excel

Customer data platforms

Loyalty platforms

Job description

Overview

Indigo is dedicated to telling stories and creating experiences. We seek bright, energetic and customer-focused people to join our teams across Canada in retail stores, distribution centres, and home office. This description reflects the Operations Specialist, Loyalty role within Indigo’s loyalty program.

Mission

The Operations Specialist, Loyalty plays a key role in driving the performance and effectiveness of our loyalty program. The role supports loyalty program operations, including offer creation and optimization, targeting and tracking, and loyalty data insights. Working cross-functionally, the Specialist contributes to targeted campaigns, analysis of member behavior, and ongoing improvement of the loyalty experience. The role also supports the creation and documentation of loyalty processes, maintains and evolves program scorecards, and helps design key customer journeys. With a hands-on approach and strong attention to detail, this role ensures our loyalty program remains insight-driven, measurable, and aligned to member and business needs.

Key Performance Metrics

• Increase in overall loyalty program satisfaction and engagement as measured by CSAT, NPS
• Growth in active loyalty member count and year over year retention rate
• Increase in member engagement rates for loyalty related communications
• Strong performance on personalized offers including redemption rate and ROI
• Measurable increase in loyalty campaign efficiency, accuracy, and overall execution quality

Key Accountabilities

Functional

• Support the development and evolution of loyalty program reporting and performance scorecards.
• Establish frameworks to measure the impact of loyalty programs and targeted initiatives, including return on investment and member-level performance.
• Design and optimize loyalty campaign structures and promotional mechanics that align with program objectives and member needs.
• Partner with email, data and marketing teams to execute personalized campaigns, ensuring correct audience identification and post-campaign reporting.
• Partner with the email marketing team to define and track loyalty-specific email performance metrics, ensuring campaign effectiveness and alignment with loyalty goals.
• Act as the subject matter expert (SME) on the loyalty platform, providing guidance, troubleshooting, and training to internal teams to ensure consistent and effective use of the tool across the organization.
• Identify and implement process enhancements that reduce inefficiencies, improve campaign execution, or streamline internal workflows.
• Investigate customer service inquiries related to targeted offers

Strategic

• Partner with Data and Analytics team to translate customer data into actionable insights that inform strategy and drive continuous improvement in the loyalty experience.
• Map and analyze key customer journeys to identify friction points and opportunities to enhance the loyalty experience across touchpoints.
• Support the responsible collection, enrichment, and usage of first-party data from loyalty members, while ensuring compliance with privacy regulations and maintaining data security best practices.

People

• Collaborate with others to drive flexible and iterative solutions, quickly and easily
• Share technical knowledge with others and actively 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 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: Director, Loyalty

Manager once Removed (MOR): Chief Marketing Officer

Key Relationships

Internal:

• Loyalty
• Email Marketing
• Performance Marketing
• Data Engineering
• Data Science
• IT

External:

• 3rd party data, service and solution providers

Qualifications

Work Experience / Education / Certifications

• 2+ years of consumer loyalty, CRM, marketing, customer insights, or related experience
• Hands-on experience working with a customer data platform (e.g. Segment) an asset
• Familiarity with loyalty platforms (ie: Talon) a strong asset
• Strong SQL programming skills required, experience with Snowflake is an asset
• Moderate to advanced Excel skills
• Ability to work with and interpret complex datasets

Competencies / Skills / Attributes

• Process-oriented, high attention to detail, and strong organizational skills
• Strong analytical skills with experience in performance measurement and ROI modeling
• Effective communication skills that include excellent written, oral, and presentation abilities
• Collaborative team player with the ability to influence without direct authority and consider broad business impacts
• Demonstrated time management skills, including the ability to adhere to schedules and manage processes; the ability to organize and prioritize work to meet deadlines in a fast-paced environment
• Strong decision-making skills with the ability to balance multiple priorities in a fast-paced environment

Additional Information

This posting is for a current opportunity within Indigo. At Indigo, all applications submitted are reviewed in detail by our HR team. In certain aspects of the hiring process artificial intelligence (AI) tools may be used, specifically for screening and assessments. These tools support our team and are used to help bring relevant criteria to the foreground and do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination.

Indigo values Diversity, Equity, Inclusion, and Accessibility. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC, members of the 2SLGBTQIA+ community, and persons with disabilities. If you require an accommodation during the recruitment process, please contact Human Resources at talent at indigo.ca.