Senior Manager, Member Engagement - 9 months Contract

Indigo Books & Music; Toronto; On-site; CAD 75,000 - 95,000; Part time

Job summary

A leading retail company based in Toronto is seeking a Senior Manager of Member Engagement. This part-time role focuses on enhancing member retention and engagement through innovative loyalty strategies and communication plans. The ideal candidate has extensive experience in CRM or loyalty marketing, strong analytical skills, and a collaborative approach to leadership.

Qualifications

• 5 years of experience in loyalty or CRM marketing.
• Experience in agency, retail, or consumer goods is preferred.

Responsibilities

• Develop acquisition & engagement strategies.
• Lead loyalty engagement across email and SMS.
• Execute member promotions and coordinate teams.

Skills

Data-driven mindset

Creative problem solving

Leadership

Communication

Project management

Education

Post-secondary education in business/marketing

Job description

MISSION

The Senior Manager Member Engagement is responsible for growing member engagement (retention digital engagement acquisition and RFM) through offer partner and promotional strategies. This role drives innovation in the plum rewards program with an ongoing roadmap of new features and benefits to achieve best-in-class engagement across all members. This role also owns the member communication strategy to build community between members and Indigo.

KEY PERFORMANCE METRICS

• Overall loyalty program satisfaction and engagement
• Measured improvement in plum member retention spend and frequency
• Acquisition and retention rate of plum members and email opt-in
• Measurable ROI from loyalty promotions events and campaigns
• Internal stakeholder and project partner satisfaction: strength of relationships with key leaders across Marketing Merchandising and Channel leadership

KEY ACCOUNTABILITIES

Strategic

• Develop plum acquisition & engagement strategy; champion this plan with Retail and Digital teams
• Lead the development of the loyalty engagement strategy across email and SMS including trigger-based journeys lifecycle flows and campaign-level performance optimization
• Support on 3 year continuous development roadmap for plum: introduce new benefits to the program including external partnerships exclusive experiences and subscriptions; partner with Indigo Digital and IT teams to execute tech developments
• Oversee the development and performance of targeted loyalty sub-programs including program positioning messaging and offers
• Coordinate and support loyalty program partnerships (e.g. Caf Financial Services) to ensure successful execution of member benefits and offers

Functional

• Execute member promotions including strong in-store communications program cross-functional marketing and event team coordination
• Lead updates to program Terms & Conditions as needed in partnership with the legal team
• Build and deliver the monthly plum newsletter working with cross-functional and external partners to curate exclusive content and offers
• Challenge the status quo by consistently identifying areas for improvement diagnosing issues and working to resolve them
• Investigate and resolve customer and store issues related to the loyalty program
• Draft briefs and coordinate the execution of loyalty messaging across email and social media channels in alignment with marketing calendars
• Support store teams and customer service with loyalty-related tools processes and communications; gather and relay feedback to improve program execution at frontline

People

• Collaborate with others to drive flexible and iterative solutions quickly and easily
• Create an environment where technical skills can be shared among team members
• 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) : CMO Chief Marketing Officer

KEY RELATIONSHIPS

Internal :

• Customer Intelligence
• Digital Marketing
• Marketing
• Merchandising
• Site Experience
• Programming & Events
• Digital Merchandising
• Retail Operations

External :

• Third-party consultants / vendors including potential partners for loyalty technical vendors marketing agencies (e.g. direct mail providers consumer research); partner brands

Qualifications :

Work Experience / Education / Certifications

• Post-secondary education in business marketing or a related field. MBA considered an asset.
• 5 years of demonstrated experience in loyalty and / or CRM / data-driven marketing preferably in agency retail or consumer goods

Competencies / Skills / Attributes

• Data-driven mindset with a focus on continuous improvement and measurable impact
• Creative and innovative approach to problem solving
• Excellent leadership communication and collaboration skills
• Ability to balance strategic thinking with operational execution
• Strong quantitative analytical skills
• Strong project management experience organizational skills
• Customer-centric approach

Additional Information :

At Indigo we are committed to our communities our customers and each other; together we can make a positive impact. We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. We are driven to be an equitable employer which highly values your diverse backgrounds experiences and perspectives. We believe that you in all your uniqueness belong at Indigo.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. Please contact Human Resources at if you require an accommodation at any time during the recruitment process.

WELCOME HOME

Remote Work : No

Employment Type : Part-time

Key Skills

Facilities Management,ADMA,Heavy Bus Driving,AXA,Building Services,Courier Delivery

Department / Functional Area : Marketing

Experience : years

Vacancy : 1