Customer Service Escalation Agent – 6 Month Contract – Indigo – Toronto, ON

Company: Indigo

Location: Toronto, ON

Expected salary:

Job date: Fri, 25 Jul 2025 22:56:03 GMT

Job description: Company DescriptionDedicated 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 170 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 DescriptionMISSIONThe Agent, Customer Service Escalation resolves customer issues in a timely and effective manner, to deliver a best-in-class customer service experience. This role supports the creation and maintenance of Indigo’s customer-centric culture by contributing key insights to the customer service function.KEY PERFORMANCE METRICS

  • Customer Contacts handled per week
  • CSAT score on resolved incidents

KEY ACCOUNTABILITIESFunctional

  • Respond to general Customer Service inquiries through email and live chat, presenting customer-focused solutions in both a timely and positive manner to address, influence, and resolve customer needs to their full satisfaction while balancing the impacts to the business
  • Respond to escalated customers in the Home Office Support Queue by e-mail or phone, acting as a customer advocate for Indigo in resolving these issues
  • Demonstrate genuine empathy when communicating and deescalating customer concerns with skill to prevent further escalation
  • Find appropriate and thoughtful resolutions for customers’ problems, based on their unique situation and story, while balancing the impacts to the business
  • Hold oneself accountable to providing service excellence and adding joy to all customers
  • Provide guidance to the CER Support Squad teams channel, and direct questions to the broader Customer Service group as needed
  • Provide feedback on specific incident handling to our third-party contact centre
  • Take initiative to respond to unplanned issues as they arise; comfortable and adaptable when facing change or ambiguity
  • Escalate issues, bugs and concerns to the appropriate internal channels Act as an advocate for the customer by placing them at the forefront of all decision-making and design 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 by consistently identifying areas for improvement, diagnosing issues and working to resolve them

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

SCOPEReports to: Manager, Customer ServiceManager once Removed (MOR): VP, Customer Experience & eCommerceKEY RELATIONSHIPSInternal:

  • Customer Experience
  • Retail
  • Marketing
  • Loyalty
  • Product Quality
  • Merchant teams
  • Promotions
  • Supply Chain

External:

  • 3rd party customer service providers

QualificationsWork Experience / Education / Certifications

  • Previous experience in Indigo retail locations is required
  • Previous experience in online customer service roles considered an asset
  • Working knowledge of technology applications such as CAM, CustCare

Competencies / Skills / Attributes

  • Customer focused, empathetic and solutions oriented with the ability to navigate complex issues
  • Exceptional written communication and interpersonal skills
  • Excellent time management skills and ability to multitask
  • Comfortable working in a high-volume, detailed task environment with individual productivity goals
  • e-literate and confident navigating Indigo’s digital environments

Other (travel, Bilingual, etc.)

  • Able to work from home with reliable internet access
  • Weekend and evening availability required

Additional InformationAt 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 Support-HR@indigo.ca if you require an accommodation at any time during the recruitment process.WELCOME HOME

Company Description: Indigo

Indigo is a cultural retail store in Canada that focuses on storytelling, books, and creating joyful customer experiences. With over 170 locations, including Indigo, Chapters, Coles, and Indigospirit, the company seeks energetic, customer-centric individuals to enhance its dynamic and enriching culture.

Mission:
The mission of the Customer Service Escalation Agent is to resolve customer issues efficiently, ensuring exceptional service and contributing to a customer-focused culture.

Key Responsibilities:

  • Handle customer inquiries via email and chat with a focus on positive, timely resolutions.
  • Address escalated customer concerns as an advocate for Indigo.
  • Demonstrate empathy and effective communication in de-escalating issues.
  • Proactively identify customer needs and anticipate expectations.
  • Collaborate with teams to provide flexible solutions and encourage an inclusive work environment.
  • Embrace technology to enhance customer interactions and continuously seek improvements.

Requirements:

  • Previous experience at Indigo or in online customer service is preferred.
  • Strong communication skills and the ability to manage multiple tasks efficiently.
  • Must have reliable internet access for remote work and be available on weekends/evenings.

Diversity and Inclusion Commitment:
Indigo values diverse backgrounds and encourages applications from underrepresented groups. Accommodations are available for individuals with disabilities during the recruitment process.

Specialist, Paid Media – Indigo – Toronto, ON

Company: Indigo

Location: Toronto, ON

Expected salary:

Job date: Tue, 22 Jul 2025 22:21:21 GMT

Job description: Company DescriptionDedicated 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 170 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 DescriptionMISSIONThe Specialist, Paid Media, supports the day-to-day activities of Indigo’s paid media programs including paid social (meta, TikTok, Reddit), and YouTube campaigns. The Specialist is responsible for collaborating with organic social, briefing creative studio and trafficking paid social campaigns, and assisting with reporting needs. This role is a data-driven digital marketer with direct experience driving traffic and conversion in an eCommerce environment and an eagerness to test new ideas to grow acquisition targets.KEY PERFORMANCE METRICS

  • Primary scorecard metrics: revenue, ROAS & traffic targets
  • Plan and deliver effective campaigns, on time and on budget
  • Meets project deadlines, effectively managing multi-task deliverables
  • Thorough campaign tracking, analysis and insight/interpretation

KEY ACCOUNTABILITIESFunctional

  • Execute day-to-day paid social tasks including promotional and mass campaign support, creative briefing, campaign optimization
  • Build out audience segments to power personalized ad targeting
  • Assist with A/B Testing opportunities and results monitoring
  • Assist with overall campaign planning for paid media channels
  • Assist with daily / weekly reporting, along with other quarterly and campaign reports
  • Assist with vendor-funded campaign execution
  • Assist with other digital marketing projects and initiatives as needed
  • Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes
  • Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them

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
  • 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

SCOPEReports to: Sr. Manager, Paid MediaManager once removed: VP, Marketing Strategy & Omnichannel CommunicationsKEY RELATIONSHIPSInternal:

  • Marketing
  • Digital Studio
  • Copywriting
  • Merchant teams
  • French Business

QualificationsWork Experience / Education / Certifications

  • Minimum 2 years’ experience in digital marketing, via agency or with retail/eCommerce brands preferred
  • Minimum 2 years’ experience with Paid Social (Meta, TikTok, Reddit) and Paid Search/SEM (Google Search, Performance Max, YouTube)
  • Bachelor’s degree in Marketing, Communications, or a related field, or a combination of work experience & education deemed equivalent
  • Bilingualism in English and French considered an asset

Competencies / Skills / Attributes

  • Proficiency with Google Platforms, Paid Social platforms (Meta, TikTok) and Microsoft Suite
  • Experience with building audiences in Segment
  • A great team player with a can-do attitude, with the ability to collaborate with cross-functional teams within the organization and any outside vendors/partners
  • Exceptional organization and multitasking skills
  • Experiment driven and able to thrive in a fast-paced environment

Additional InformationAt 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 Support-HR@indigo.ca if you require an accommodation at any time during the recruitment process.WELCOME HOME

Company Overview:
Indigo is a Canadian retailer focused on storytelling and customer experiences, operating over 170 stores (Indigo, Indigospirit, Chapters, and Coles). They prioritize a dynamic, enriching culture and seek customer-centric, energetic individuals.

Core Values:

  • Passionate about books and beauty.
  • Focused on joy in customer interactions.
  • Encourages creativity, innovation, and community engagement.

Job Position: Specialist, Paid Media

  • Mission: Manage Indigo’s paid media initiatives across platforms like social media and YouTube, collaborate with teams, optimize campaigns, and drive eCommerce traffic and conversion through data-driven strategies.

Key Responsibilities:

  • Execute and optimize paid social and campaign tasks.
  • Build audience segments and assist in A/B testing.
  • Support campaign planning and reporting needs.
  • Foster a customer-first approach and encourage collaborative solutions.

Reporting Structure:

  • Reports to the Sr. Manager, Paid Media; VP Marketing Strategy & Omnichannel Communications oversees.

Qualifications:

  • 2+ years in digital marketing, preferably in retail/eCommerce.
  • Experience with paid social platforms; bachelor’s degree in a related field.
  • Bilingualism is a plus; strong organizational and collaborative skills required.

Diversity Commitment:
Indigo values diversity and inclusion, encouraging applications from individuals of varied backgrounds and identities. Accommodations are available for applicants with disabilities.

Specialist, Paid Media – Indigo – Toronto, ON

Company: Indigo

Location: Toronto, ON

Expected salary:

Job date: Tue, 01 Jul 2025 22:15:54 GMT

Job description: Company DescriptionCompany DescriptionDedicated 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 170 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 DescriptionMISSIONThe Specialist, Paid Media, supports the day-to-day activities of Indigo’s paid media programs including paid social (meta, TikTok, Reddit), and YouTube campaigns. The Specialist is responsible for collaborating with organic social, briefing creative studio and trafficking paid social campaigns, and assisting with reporting needs. This role is a data-driven digital marketer with direct experience driving traffic and conversion in an eCommerce environment and an eagerness to test new ideas to grow acquisition targets.KEY PERFORMANCE METRICS

  • Primary scorecard metrics: revenue, ROAS & traffic targets
  • Plan and deliver effective campaigns, on time and on budget
  • Meets project deadlines, effectively managing multi-task deliverables
  • Thorough campaign tracking, analysis and insight/interpretation

KEY ACCOUNTABILITIESFunctional

  • Execute day-to-day paid social tasks including promotional and mass campaign support, creative briefing, campaign optimization
  • Build out audience segments to power personalized ad targeting
  • Assist with A/B Testing opportunities and results monitoring
  • Assist with overall campaign planning for paid media channels
  • Assist with daily / weekly reporting, along with other quarterly and campaign reports
  • Assist with vendor-funded campaign execution
  • Assist with other digital marketing projects and initiatives as needed
  • Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes
  • Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them

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
  • 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

SCOPEReports to: Sr. Manager, Paid MediaManager once removed: VP, Marketing Strategy & Omnichannel CommunicationsKEY RELATIONSHIPSInternal:

  • Marketing
  • Digital Studio
  • Copywriting
  • Merchant teams
  • French Business

QualificationsWork Experience / Education / Certifications

  • Minimum 2 years’ experience in digital marketing, via agency or with retail/eCommerce brands preferred
  • Minimum 2 years’ experience with Paid Social (Meta, TikTok, Reddit) and Paid Search/SEM (Google Search, Performance Max, YouTube)
  • Bachelor’s degree in Marketing, Communications, or a related field, or a combination of work experience & education deemed equivalent
  • Bilingualism in English and French considered an asset

Competencies / Skills / Attributes

  • Proficiency with Google Platforms, Paid Social platforms (Meta, TikTok) and Microsoft Suite
  • Experience with building audiences in Segment
  • A great team player with a can-do attitude, with the ability to collaborate with cross-functional teams within the organization and any outside vendors/partners
  • Exceptional organization and multitasking skills
  • Experiment driven and able to thrive in a fast-paced environment

Additional InformationAt 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 Support-HR@indigo.ca if you require an accommodation at any time during the recruitment process.WELCOME HOME

Company Summary

Indigo is dedicated to storytelling and creating enriching experiences through its more than 170 retail locations across Canada, focusing on customer engagement and a passion for books. They seek energetic, customer-oriented individuals to join their dynamic culture.

Core Values:

  • Joyful customer interactions
  • Creating positive experiences
  • Treating colleagues like friends
  • Inspiring creativity and innovation
  • Community involvement

Job Overview

Position: Specialist, Paid Media
Responsibilities:

  • Manage day-to-day paid media programs, including campaigns on social media platforms and YouTube.
  • Collaborate with organic social teams, support creative briefs, and traffic campaigns.
  • Track and analyze campaign performance metrics such as revenue and traffic.

Key Responsibilities:

  • Execute paid social tasks, optimize campaigns, and assist with audience targeting.
  • Conduct A/B testing, campaign planning, and reporting.
  • Place customers at the forefront of decision-making processes.
  • Foster collaboration and culture of learning within teams.

Requirements

Experience:

  • Minimum 2 years in digital marketing, specifically with paid social media and search.
  • Bachelor’s degree in a related field or equivalent experience.

Skills:

  • Proficiency in Google and paid social platforms.
  • Strong collaborative, organizational, and multitasking abilities.

Inclusivity Commitment

Indigo is committed to fostering diversity and inclusion, encouraging applicants from various backgrounds, and providing accommodations during the recruitment process for individuals with disabilities or special needs.

Coordinator, Site Experience – Indigo – Toronto, ON

Company: Indigo

Location: Toronto, ON

Expected salary:

Job date: Sat, 28 Jun 2025 22:19:26 GMT

Job description: Company DescriptionDedicated 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 170 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 DescriptionMISSIONThe Coordinator, Site Experience is responsible for supporting the Site team in delivering an exceptional ecommerce experience driven by data through the bringing together of rich assortments, curated product stories, search, navigation, compelling promotions and decision support.KEY PERFORMANCE METRICS

  • Site metrics: Traffic, Conversion, AOV, Revenue.
  • Engagement metrics around browse, inspiration, navigation, recommendations, content etc.
  • Other metrics as needed.

KEY ACCOUNTABILITIESFunctional

  • Support site content needs and merchandising of select vertical/campaigns, driven by: monitoring of key metrics; merchandising activity and plan; category trends, new & hot product releases, current events and newsworthy media/trends; integration with overall retail merchandising/marketing planning; and inventory levels/availability
  • Support day-to-day merchandising programs, execute multi-channel integration and strategy to achieve business objectives
  • Support with day to day tasks across various pods, including search tagging, hand merchandising, list maintenance, promo build support
  • Assist with key holiday programs across indigo.ca, including supporting the French site, gifting campaigns, promotion execution and general merchandise verticals.
  • Assist in SEO Optimization: Add meta data, SEO copy, and other content to site experiences
  • Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes
  • Assist in the development and execution and/or placement of category-related and other promotional online banners
  • 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 by consistently identifying areas for improvement, diagnosing issues and working to resolve them

People

  • Collaborate with others to create flexible and interactive 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

SCOPEReports to: Site Marketing TeamManager: Manager, eCommerceKEY RELATIONSHIPSInternal:

  • Merchant Teams (General Merchandise)
  • Creative Studio Team
  • Digital Production Team
  • Digital Onboarding Team
  • Editorial Team
  • Translation Team
  • Digital Product Team

External:

  • Vendors/Suppliers/Publishers

QualificationsCompetencies / Skills / Attributes

  • Completed College/University education program in business or a related field
  • Min. 1 years’ work experience in a related field, with a passion for retail
  • Knowledge and proficiency with ecommerce platforms & systems (Shopify, Salesforce Commerce Cloud, Page Designer)
  • Tech savvy with the ability to learn and adapt to new tools quickly
  • Advanced knowledge and proficiency with Microsoft Office (Word, Excel, PowerPoint, and Outlook)
  • Customer focused with the ability to manage multiple priorities while delivering results
  • Strong organization skills with a high attention to detail
  • True belief in teamwork and ability to understand the impact of one’s actions on another team, individual or process
  • Works proficiently under condensed timelines
  • Self-sufficient and has a strong sense of initiative

Other (travel, Bilingual, etc.)

  • Bilingualism in English/French would be an asset

Additional InformationAt 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 Support-HR@indigo.ca if you require an accommodation at any time during the recruitment process.WELCOME HOME

Company Overview:
Indigo is dedicated to storytelling and enriching customer experiences across its various retail locations in Canada. The company seeks energetic, customer-oriented individuals to join its mission within its stores, distribution centers, and home office.

Core Values:

  • Passion for books and beauty
  • Commitment to customer joy and engagement
  • Encouragement of creativity and innovation
  • Community involvement

Job Role: Coordinator, Site Experience:

  • Objective: Enhance eCommerce experiences through effective merchandising, data analysis, and customer advocacy.
  • Performance Metrics: Focus on traffic, conversion rates, average order value, revenue, customer engagement, and other relevant metrics.

Key Responsibilities:

  1. Support site content and merchandising based on data insights and trends.
  2. Assist in day-to-day merchandising and multi-channel integration.
  3. Help improve SEO and content quality on the website.
  4. Collaborate with teams to anticipate customer needs and implement technology solutions.

Collaboration & Culture:

  • Foster teamwork, share knowledge, and encourage open communication.
  • Embrace a culture of learning and diversity.

Qualifications:

  • College/University education in business or a related field.
  • Minimum of 1 year of experience in a related field.
  • Proficiency in eCommerce platforms and strong organizational skills.
  • Bilingualism (English/French) is a plus.

Commitment to Diversity:
Indigo values community, diversity, and inclusion, encouraging applicants from various backgrounds and identities. Accommodations are available for individuals with disabilities during the recruitment process.

Data Scientist, Marketing – Indigo – Toronto, ON

Company: Indigo

Location: Toronto, ON

Expected salary:

Job date: Wed, 04 Jun 2025 22:59:28 GMT

Job description: Company DescriptionDedicated 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 170 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 DescriptionThe Marketing Data Scientist plays a crucial role on our analytics-driven customer insight team. This role will focus on leveraging data to optimize customer loyalty, personalize CRM campaigns, accelerate digital performance, and integrate AI solutions that drive business impact.You’ll work closely with CRM, loyalty marketing, digital media, and retail teams to translate business objectives into analytical strategies, delivering measurable improvements in customer retention, engagement, and lifetime value.KEY PERFORMANCE METRICS

  • Improvements in the quality and accuracy of customer data
  • High independence in managing own day-to-day work deliverables
  • Collaboration with internal partners to drive data literacy and understanding
  • Contribution to driving the overall data enablement strategy
  • Build an acquisition model to support high-profit potential customer acquisition
  • Build and maintain a retention model for Indigio’s most profitable customers
  • Deliver specific and actionable insight on the role digital engagement (e.g. App, site, email) plays in future customer retail transactions.

KEY ACCOUNTABILITIESFunctional

  • Analyze customer behaviour and segmentation to optimize loyalty programs and reward structures.
  • Measure campaign performance across lifecycle stages: acquisition, engagement, reactivation, and retention.
  • Build predictive models for churn, propensity, and next-best-offer.
  • Provide insights into the effectiveness of media mix across paid, owned, and earned channels.
  • Collaborate with digital and e-commerce teams to improve targeting, personalization, and conversion through data.
  • Support A/B and multivariate testing for email, push, and media campaigns.
  • Apply machine learning to automate customer segmentation, creative optimization, and offer personalization.
  • Partner with engineering and MarTech teams to implement real-time decision-making models.
  • Explore and evaluate generative AI solutions for creating marketing content and ideating campaigns.
  • Develop and implement advanced customer segmentation models (e.g., K-means, hierarchical clustering, DBSCAN) to identify key behavioural cohorts and optimize targeted marketing strategies.
  • Leverage unsupervised learning techniques to uncover patterns in customer purchase behaviour, lifecycle stages, and channel preferences, enabling hyper-personalized campaign design and offer targeting.
  • Ensure data integrity and consistency across loyalty platforms, CRM systems, and Customer Data Platforms (CDPs).
  • Define key performance indicators (KPIs), reporting frameworks, and dashboards to track marketing performance.
  • Document methodologies and communicate findings to technical and non-technical stakeholders.
  • Support the implementation and enhancement of data science methodologies across the organization.
  • Contribute to the development and utilization of Indigo’s data language and ensure its integration into business processes.

People

  • Work collaboratively with cross-functional teams to ensure alignment on data-driven initiatives
  • Contribute to knowledge-sharing sessions and mentorship within the data team
  • Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
  • Actively seek feedback from peers and stakeholders to refine models and analyses
  • 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 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
  • Embrace, champion, and influence change through your team and/or the organization

SCOPEReports to: Director, Customer Insights & AnalyticsKEY RELATIONSHIPSInternal:

  • Loyalty
  • CRM
  • Digital Media
  • Retail Operations

QualificationsWork Experience / Education / Certifications

  • University degree (master’s is preferred) degree in statistics, marketing analytics, computer science, or computer science, or a related field
  • 10+ years of experience in marketing data science, preferably in retail, eCommerce, or subscription-based businesses.
  • Experience with CRM platforms (Salesforce, Braze, Adobe Campaign), CDPs (e.g., Segment, mParticle), and cloud environments (AWS, GCP, or Azure).
  • Strong communication and storytelling skills with an ability to influence decision-makers.
  • Experience with loyalty program design and analysis (e.g., points-based, tiered systems).
  • Experience implementing or evaluating generative AI models (e.g. for executive reporting synthesis), considered an asset
  • Extensive experience linking and analyzing large datasets
  • Proven ability and experience analyzing customer data for actionable business insight

Competencies / Skills / Attributes

  • Proficient in SQL, Python or R, and machine learning libraries (e.g., scikit-learn, XGBoost, TensorFlow).
  • Familiarity with digital analytics tools (e.g., GA4, Adobe Analytics) and media platforms (Meta, Google Ads).
  • Knowledge of attribution modeling and marketing mix modeling (MMM).
  • Effective communication skills that include excellent written, oral, and presentation abilities
  • Demonstrated time management skills: the ability to organize and prioritize work to manage timelines and meet defined deadlines in a fast-paced work environment

Additional InformationAt 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 Support-HR@indigo.ca if you require an accommodation at any time during the recruitment process.WELCOME HOME

Company Overview

Indigo, Canada’s Cultural Department Store, emphasizes storytelling and customer experiences, seeking passionate, energetic employees for over 170 locations. The company values joy, community engagement, and creativity.

Job Role

The Marketing Data Scientist is pivotal in the analytics-driven customer insight team, focusing on data to enhance customer loyalty, personalize campaigns, and utilize AI for business impact. Responsibilities include:

  • Analyzing customer behavior and optimizing loyalty programs.
  • Measuring campaign effectiveness and developing predictive models for customer retention.
  • Collaborating with various teams to improve targeting and personalization.

Key Responsibilities

  • Assess customer segmentation for effective loyalty programs.
  • Analyze media mix effectiveness and support A/B testing.
  • Apply machine learning for customer insights and automate processes.
  • Maintain data integrity across platforms, define KPIs, and document findings.
  • Foster collaboration within cross-functional teams and share knowledge.

Qualifications

  • Master’s degree preferred in statistics, marketing analytics, or related fields.
  • 10+ years of marketing data science experience, particularly in retail or eCommerce.
  • Proficient in SQL, Python/R, and familiar with machine learning libraries.
  • Strong communication skills and experience with CRM and CDPs.

Company Culture

Indigo promotes diversity and inclusion, encouraging applications from all backgrounds, including marginalized groups. The organization is committed to making a positive impact, welcoming accommodations for applicants with disabilities.

Director Loyalty – Indigo – Toronto, ON

Company: Indigo

Location: Toronto, ON

Expected salary:

Job date: Wed, 04 Jun 2025 22:37:13 GMT

Job description: Company DescriptionDedicated 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 170 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 DescriptionAs the Director of Loyalty, you will be responsible for refining and scaling the Indigo loyalty program to enhance data capture, deepen customer engagement, and drive profitable revenue growth. The role will focus heavily on using data to develop loyalty strategies that reflect booklovers’ behaviours and preferences. The role is directly accountable for measurable business outcomes and the performance and profitability of the loyalty program.KEY PERFORMANCE METRICS

  • Achieve full active enrollment in the loyalty program.
  • Reach a high level of loyalty program penetration within the first year.
  • Drive consistent year-over-year growth in first-party data collection.
  • Expand the email marketing database.
  • Improve mobile acquisition rates significantly.
  • Enhance the completeness of loyalty member data.
  • Increase purchase frequency among loyalty members.
  • Boost average order value for loyalty members compared to non-members.
  • Launch strategic partnerships to add value for members.
  • Implement a quarterly A/B testing strategy to optimize performance.
  • Foster strong team engagement and collaboration.

KEY ACCOUNTABILITIESStrategic

  • Maintain a high level of strategic foresight by identifying customer and business needs and adjusting departmental and team objectives accordingly.
  • Design and optimize a multi-tiered loyalty program aligned with the values of book-loving customers.
  • Build data pipelines that collect member preferences, interests, and behaviour across channels.
  • Deliver personalized offers, content, and experiences that reflect member interests and reading behaviour.
  • Identify, negotiate, and manage external partnerships that add value to members, differentiate the loyalty experience, and expand program reach. Examples include:
  • Publisher collaborations for early releases, signed editions, or exclusive content
  • Cultural and educational institutions offering member discounts or access
  • Lifestyle brands offering relevant member perks (e.g., journals, coffee, travel)

Functional

  • Run regular experimentation on reward structures, messaging, and offers to drive continuous improvement and improved profitability.
  • Ensure the execution of team deliverables and adjust team priorities in response to changing needs.
  • Set/adhere to team budgets, as applicable
  • Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them.

People

  • Builds and sustains a highly engaged department with appropriate succession plans.
  • Attracts and develops high-quality talent (A’s).
  • Inspires customer-focused, process and systems thinking in Indigo’s teams.
  • Collaborates with others to drive flexible and iterative solutions, quickly and easily.
  • Encourages others to share their perspectives and be open to feedback freely.

Cultural

  • Instills a culture of customer-first and process/systems thinking.
  • Models Indigo’s guiding principles and convey an image of opportunity and positivity.
  • Celebrates diversity of thought and has an open mindset.
  • Embraces, champions, and influences change through your team and/or the organization.

SCOPEReports to: Chief Marketing OfficerKEY RELATIONSHIPSInternal:

  • Marketing Leadership Team
  • Retail strategy & Operations
  • In-Store & Online Merchandising
  • Customer Insights & Analytics
  • Finance
  • Information Technology, Digital Product

External:

  • Technical Vendor for Loyalty
  • Potential Loyalty Benefits Partners

QualificationsWork Experience / Education / Certifications

  • Bachelor’s degree in Marketing, Business, Data Analytics, or a related discipline; MBA considered an asset.
  • 8+ years of experience in loyalty marketing, CRM, or customer strategy, with a retail or content-driven brand.
  • Deep experience using customer data to shape engagement strategies.
  • Demonstrated ability to develop and scale loyalty partnerships.
  • Proficiency with CRM, loyalty platforms, and testing tools.
  • Strong people leadership and project management skills.

Competencies / Skills / Attributes

  • Passion for books, reading culture, and creating community-centered experiences
  • Strong drive and results oriented, with a focus on continual improvement
  • Creative and innovative approach to problem solving
  • Ability to collaborate and build strong relationships with cross-functional partners

Additional InformationAt 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 Support-HR@indigo.ca if you require an accommodation at any time during the recruitment process.WELCOME HOME

Company Summary: Indigo

Overview
Indigo is a Canadian retail company with over 170 locations, focused on books and enriching customer experiences. They seek energetic, customer-centric individuals to help fulfill their mission.

Core Values

  • Passion for books and aesthetics.
  • Commitment to enhancing customer joy.
  • Emphasizing friendship and mutual support among team members.
  • Inspiring creativity and community engagement.

Job Description: Director of Loyalty

Role Overview
The Director of Loyalty will refine and grow Indigo’s loyalty program, enhancing customer engagement and driving profitable revenue through data-driven strategies tailored to book lovers.

Key Responsibilities

  1. Strategic Development

    • Identify customer needs and adjust team goals.
    • Design a multi-tiered loyalty program.
    • Build and maintain data pipelines to capture member preferences.

  2. Functional Implementation

    • Conduct A/B testing for continued improvement.
    • Ensure the team meets deliverables and adjusts to changing needs.

  3. People Management

    • Cultivate a highly engaged team with succession plans.
    • Inspire a customer-centric mindset and collaboration.

  4. Cultural Leadership

    • Foster a customer-first culture.
    • Embrace diversity and promote positive change.

Key Performance Metrics

  • Increase active enrollment in the loyalty program.
  • Drive data collection growth.
  • Improve purchase frequency and average order value for loyalty members.
  • Launch strategic partnerships that add member value.

Qualifications

  • Bachelor’s degree in Marketing, Business, or related fields (MBA preferred).
  • 8+ years of experience in loyalty marketing or CRM within a retail context.
  • Proficient in customer data utilization and partnership development.

Skills

  • Passion for books and community engagement.
  • Results-driven with a focus on improvement.
  • Strong project management and collaborative skills.

Commitment to Diversity

Indigo values diverse backgrounds and experiences, striving to create an inclusive environment. They encourage applications from underrepresented groups and provide accommodations during the recruitment process.

Digital Analyst – Indigo – Toronto, ON

Company: Indigo

Location: Toronto, ON

Expected salary:

Job date: Tue, 27 May 2025 22:21:35 GMT

Job description: Company DescriptionDedicated 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 170 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 DescriptionMISSIONThis data-driven Intermediate Digital Analyst will be responsible for analyzing web and digital performance data, helping teams understand user behavior, and driving marketing and product decisions through insights. This role is ideal for someone who’s fluent in web analytics platforms and can bridge the gap between raw data and actionable recommendations.KEY PERFORMANCE METRICS

  • Consumer centric measurement & insights:
  • Who are our best customers?
  • How to we acquire more high value customers?
  • How do we develop current customers into our best customers?
  • How do we retain our best customers?
  • Use of data to identify insights and recommendations to drive decisions
  • Timely and accurate delivery of reporting and insights on time, within scope, meeting stakeholder requirements

KEY ACCOUNTABILITIESFunctional

  • Build and maintain GA4 event tracking, conversions, and user journey mapping.
  • Write complex SQL queries to extract and manipulate data from marketing databases or cloud data warehouses (e.g., BigQuery, Snowflake).
  • Develop dashboards and reports in tools like Looker Studio, Power BI, or Tableau to track KPIs and campaign performance.
  • Perform deep-dive customer journey analyses to identify behavioural trends, user friction points, and opportunities for optimization.
  • Partner with marketing to define measurement strategies and tag implementation requirements.
  • Conduct attribution and funnel analysis to evaluate digital campaign ROI and content effectiveness.
  • Migrate Adobe Dashboards to Google Analytics
  • Document tracking logic, data schemas, and ensure quality and consistency across datasets.
  • Act as an advocate for the customer by placing them at the forefront of all decision-making and design 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 by consistently identifying areas for improvement, diagnosing issues and working to resolve them

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

SCOPEReports to: Director, Customer Insights & AnalyticsManager once Removed (MOR): Chief Marketing OfficerKEY RELATIONSHIPSInternal:Interface with cross-functional stakeholders such as the Senior Director of eCommerce, the Data Science team, Business Intelligence teamExternal:Interface with external vendors and the greater digital communityQualificationsWork Experience / Education / Certifications

  • 3–5 years of experience in digital or web analytics roles
  • Expert in GA4, including custom dimensions, event modeling, and explorations.
  • Strong proficiency in SQL (window functions, joins, CTEs, aggregations).
  • Familiar with tag management systems like Google Tag Manager (GTM).
  • Experience with visualization/reporting platforms like Looker Studio, Power BI, or Tableau.
  • Solid understanding of web metrics (bounce rate, session duration, conversion rate, etc.).
  • Ability to translate complex data into actionable insights for non-technical stakeholders.
  • Strong attention to detail and data accuracy.
  • Hands-on experience in Google Analytics 4 (GA4) and strong SQL skills

Competencies / Skills / Attributes

  • Experience working with BigQuery or GA4 export schemas considered an asset
  • Familiarity with marketing analytics, paid media performance, or SEO analytics
  • Exposure to JavaScript, HTML, or regular expressions for tag debugging.
  • Certification in Google Analytics or Google Tag Manager considered an asset
  • Strong critical thinking, analytical and problem-solving skills, and excellent attention to detail
  • Excellent interpersonal skills and ability to collaborate/negotiate with various stakeholders
  • Outstanding verbal and written skills to be able to communicate effectively to both a technical and business audience at the senior leadership and the working level
  • Exceptional organizational and time management skills and a demonstrated ability to prioritize work in a fast-paced environment
  • Highly customer centric approach to all initiatives

Additional InformationAt 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 Support-HR@indigo.ca if you require an accommodation at any time during the recruitment process.WELCOME HOME

Company Overview

Indigo is a Canadian retail company dedicated to storytelling and creating enriching experiences. With over 170 stores, including Indigo, Indigospirit, Chapters, and Coles, the company seeks energetic, customer-focused individuals to help fulfill its mission. Indigo emphasizes a culture of joy, community engagement, creativity, and support among its team members.

Job Role: Intermediate Digital Analyst

The Intermediate Digital Analyst will analyze web and digital performance data to drive marketing and product decisions. Key responsibilities include:

  • Data Analysis: Using GA4 for tracking events, conversions, and mapping user journeys.
  • SQL Expertise: Writing complex queries for data extraction and manipulation.
  • Dashboard Development: Creating reports in tools like Looker Studio or Power BI to track KPIs.
  • Customer Insights: Performing analyses to identify user behavior trends and optimization opportunities.
  • Collaboration: Working with marketing and cross-functional teams to define measurement strategies and enhance customer experiences.

Qualifications

  • 3–5 years in digital or web analytics, with expertise in GA4 and SQL.
  • Familiarity with tag management systems and visualization tools.
  • Strong critical thinking and communication skills.
  • Customer-centric approach with attention to detail.

Company Values

Indigo promotes diversity and inclusion, welcoming applications from underrepresented groups and offering accommodations for applicants with disabilities. The company prioritizes a joyful and supportive work environment, encouraging personal growth and proactive engagement in the community.

Business Analyst (Data, Loyalty & Insights) – Indigo – Toronto, ON

Company: Indigo

Location: Toronto, ON

Expected salary:

Job date: Sat, 24 May 2025 22:25:46 GMT

Job description: Company DescriptionDedicated 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 170 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 DescriptionMISSIONWe are looking for a results-driven Business Analyst (Intermediate) with strong skills in SQL, Snowflake, and Power BI to join our new Consumer Insights team. In this role, you will be responsible for analyzing complex datasets, building scalable reporting solutions, and enabling data-driven decision-making across the business with an emphasis on consumer centric measurement and insights.KEY PERFORMANCE METRICS

  • Consumer centric measurement & insights:
  • Who are our best customers?
  • How to we acquire more high value customers?
  • How do we develop current customers into our best customers?
  • How do we retain our best customers?
  • Use of data to identify insights and recommendations to drive decisions
  • Timely and accurate delivery of reporting and insights on time, within scope, meeting stakeholder requirements

KEY ACCOUNTABILITIESFunctional

  • Write complex SQL queries to extract, clean, and transform data from Snowflake and other data sources.
  • Develop and maintain robust Power BI dashboards and reports for business stakeholders, ensuring high usability and performance.
  • Collaborate with business partners on our loyalty team and others to translate operational needs into analytical requirements.
  • Conduct data profiling and validation to ensure data quality and accuracy in reports.
  • Support ongoing data integration projects by working closely with data engineering and IT teams.
  • Analyze trends, identify key insights, and present findings to business leaders in a clear and actionable format.
  • Document logic, data definitions, and report structures for reuse and knowledge sharing.
  • Act as an advocate for the customer by placing them at the forefront of all decision-making and design 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 by consistently identifying areas for improvement, diagnosing issues and working to resolve them

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

SCOPEReports to: Director, Customer Insights & AnalyticsKEY RELATIONSHIPSInternal:

  • The Director of Loyalty
  • Sr. Director of Marketing Strategy
  • CRM and Business Intelligence teams.

External:

  • External vendor management with third party data providers and contractors

QualificationsWork Experience / Education / Certifications

  • 3–5 years of experience in a Business Analyst, Data Analyst, or BI Analyst role.
  • Strong proficiency in SQL (window functions, CTEs, joins, aggregations).
  • Hands-on experience with Snowflake or similar cloud data warehouse platforms.
  • Previous experience in retail, loyalty, digital, or related field considered an asset
  • Experience with Power Query/M or Python for data preparation as asset
  • Use of AI-Driven solutions to automate traditional BI tasks considered an asset
  • Familiarity with other BI tools like Tableau or Looker considered an asset
  • Knowledge of data governance, data cataloging, and lineage tools.

Competencies / Skills / Attributes

  • Advanced skills in Power BI, including DAX, data modeling, and visual design best practices.
  • Hands-on expertise in Excel and PowerPoint with executive grade data visualization
  • Solid understanding of data warehousing concepts and ETL pipelines.
  • Experience working with cross-functional teams in an agile or hybrid project environment.
  • Excellent communication skills and the ability to present insights to both technical and non-technical audiences.
  • Strong critical thinking, analytical and problem-solving skills, and excellent attention to detail
  • Excellent interpersonal skills and ability to collaborate/negotiate with various stakeholders
  • Exceptional organizational and time management skills and a demonstrated ability to prioritize work in a fast-paced environment
  • Highly customer centric approach to all initiatives

Additional InformationAt 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 Support-HR@indigo.ca if you require an accommodation at any time during the recruitment process.WELCOME HOME

Company Overview

Indigo is a Canadian company focused on storytelling and enriching customer experiences across its 170+ retail locations, including Indigo, Indigospirit, Chapters, and Coles. The company seeks dynamic, customer-centric individuals who share its passion for books and creating joy for customers. They prioritize community engagement and strive for innovation and creativity in their operations.

Job Opportunity

Position: Intermediate Business Analyst in the Consumer Insights team
Key Responsibilities:

  • Analyze complex datasets and develop reporting solutions using SQL, Snowflake, and Power BI.
  • Collaborate with various teams to translate operational needs into analytical requirements.
  • Ensure data quality and accuracy, and support data integration projects.
  • Present insights to business leaders and document analytical processes.

Key Skills Required:

  • 3-5 years of experience in a relevant analyst role.
  • Proficiency in SQL and familiarity with cloud data warehousing (Snowflake).
  • Experience with BI tools like Power BI and knowledge of data governance practices.
  • Strong analytical, interpersonal, and communication skills, with a focus on customer centricity.

Culture and Inclusion

Indigo values diversity and inclusion, encouraging applicants from various backgrounds, including those identifying as Black, Indigenous, people of color, LGBTQ2+, or individuals with disabilities. They offer a supportive environment and accommodations during the recruitment process.

Social Media Content Specialist – Indigo – Toronto, ON

Company: Indigo

Location: Toronto, ON

Expected salary:

Job date: Wed, 21 May 2025 22:51:12 GMT

Job description: Company DescriptionDedicated 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 170 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 DescriptionThis position requires a portfolio—please include a link or attachment with your application.MISSIONThe Specialist, Social Media Content is responsible for creating compelling and engaging social media content across various platforms. This includes contributing to key social media strategies and driving measurable success through audience engagement and content interaction.KEY PERFORMANCE METRICS

  • Quality and creativity of social media content created
  • Growth of social media engagement, including likes, shares, and comments
  • Increase in first content engagement rates
  • Increase in follower growth and social media impressions
  • Contribution to positive brand sentiment and awareness on social media platforms

KEY ACCOUNTABILITIESFunctional

  • Write, edit, and research social media content that is engaging, on-brand, and aligned with social media KPIs
  • Assist with executing social media strategies, ensuring community engagement and growth.
  • Produce social-first video content and social posts aimed at increasing engagement rate.s
  • Track and analyze performance metrics, adjusting content based on key social media KPIs such as engagement rates, impressions, and follower growth.
  • Act as a social media advocate for the brand by maintaining a consistent voice and tone that resonates with the target audience
  • Identify trends in social media and suggest new content ideas to keep the brand’s presence fresh and relevant.
  • Continuously seek ways to improve social media engagement, working with the team to enhance content and engagement strategies.

People

  • Collaborate with team members to create social media content that supports the overarching marketing goal.
  • Share ideas and feedback with colleagues to improve social media strategies and content execution.
  • Work cross-functionally with other teams to align social media content with broader marketing initiatives.
  • Encourage a team mindset of collaboration, openness, and creative 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

SCOPEReports to: Manager, Social MediaKEY RELATIONSHIPSInternal:

  • Marketing
  • Creative Studio
  • Trade and Lifestyle Merchants

External:

  • Publishers
  • Partners

QualificationsWork Experience / Education / Certifications

  • Minimum 2 years in social media marketing or digital marketing/communications
  • Bachelor’s degree with focus in Marketing, Communications, or related field
  • Experience producing video content, filming & editing
  • Strong understanding of social media platforms, trends, and community-building strategies
  • Experience drafting social posts, working with editorial and content calendars

Competencies / Skills / Attributes

  • Excellent writing and communication skills with a creative approach to social media content
  • Capable of editing, producing, and shooting video content for social media platforms
  • Ability to work independently and as part of a team to deliver engaging social media content
  • Energetic, customer-focused with strong attention to detail and organizational skills
  • Proven ability to handle multiple tasks with urgency and meet tight deadlines
  • Excellent project management skills with an ability to prioritize content tasks based on deadlines and performance metrics
  • Proficiency in CapCut
  • Strong knowledge of social media platforms such as Meta (Facebook, Instagram), TikTok, and others; familiarity with platform-specific content strategies is considered an assetExperience with social media management tools such as Hootsuite and Later is considered an asset

Other (travel, Bilingual, etc.)

  • Bilingualism in English and French considered an asset

Additional InformationAt 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 Support-HR@indigo.ca if you require an accommodation at any time during the recruitment process.WELCOME HOME

Company Description:
Indigo is a Canadian retail company dedicated to storytelling and creating enriching experiences. With over 170 locations (Indigo, Indigospirit, Chapters, and Coles), they seek energetic, customer-focused individuals to join their mission. Their core values emphasize joy, creativity, community engagement, and a supportive culture.

Job Description:
The Specialist, Social Media Content is responsible for creating engaging social media content across platforms, contributing to strategies that enhance audience interaction and brand awareness. Key performance metrics include content quality, engagement growth, and follower expansion.

Key Responsibilities:

  • Write, edit, and research engaging social media content aligned with KPIs.
  • Execute social media strategies and produce social-first video content.
  • Analyze performance metrics and adjust strategies accordingly.
  • Maintain a consistent brand voice while identifying new content trends.
  • Collaborate with internal teams and provide feedback to refine strategies.

Qualifications:

  • Minimum 2 years in social/digital marketing.
  • Degree in Marketing, Communications, or related field.
  • Experience in video content production and understanding of social media trends.
  • Strong writing and communication skills, with project management capabilities.
  • Bilingualism in English and French is a plus.

Additional Information:
Indigo promotes diversity, inclusion, and a positive impact within communities. They encourage applications from all backgrounds and provide accommodations for applicants with disabilities.