Director, E-commerce And Customer Care

Company Description

Indigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. We believe in real books, living life fully and generously, being kind to each other and to the environment, and that stories — big and little — connect us. Indigo is our customer's happy place — for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place. 

OUR GUIDING PRINCIPLES 

Our Mission is to inspire reading and enrich the lives of booklovers. As such, we believe in the power of people and their stories. We aim to attract top talent, nurture the potential of our employees, and create space for everyone to thrive. Our Guiding Principles are the few key ideas that are meant to influence everything we do, every day. 

• We Will Hire, Inspire, Promote and Retain the Best – A’s Hire A’s
• We Will Be Customer Centric
• We Will Be Data Driven – System Thinking – Entrepreneurial
• We are Committed to True and Shared Value Creation
• We Will Be Human-Centered and AI Enabled
• We are Committed to Caring About Each Other, Our Communities, Our Environment

Job Description

The Director, E-commerce and Customer Care Care leads the ongoing innovation and advancement of our e-commerce site, driving seamless omnichannel engagement, browsing and shopping experiences for our community of book lovers and gift givers.

MISSION

To direct and advance data driven growth strategies to optimize brand connection, discovery, conversion and site performance ensuring our digital storefront consistently reflects our commitment to inspiring reading and joyful gifting for booklovers —all while fostering strong employee engagement.

KEY PERFORMANCE METRICS

Output Metrics

• Net Promoter Score
• E-com sales – direct and EPU
• E-com contribution
• Employee Engagement

Input Metrics

• Traffic, conversion rate and average order value
• Units per transaction, attach rate, and  EPU
• Site speed
• Cart abandonment
• Dwell time
• Traffic originating mix: owned, organic, referral and AI-referred sources

KEY RELATIONSHIPS

• Leads : Ecommerce team, Customer Care team
• Interfaces with: Digital Product, Visual Merchandising, Merchants, Marketing, Studio, UX Design, IT, Finance
• Maintains relationships externally with peer network, Booknet Canada, RCC

KEY RESPONSIBILITIES 

• Develop and lead the execution of the eCommerce site experience in support of overall business growth and revenue targets;
• Execute site merchandising, seasonal strategies, and content to support the product and marketing  strategies
• Own customer experience from browse to fulfillment
  • Establish and monitor merchandising tenets and best practices
  • Establish new arrivals calendar and merchandising cadence
  • Establish and monitoring cross-category content, campaign, and homepage tenets and best practices
  • Optimize the conversion funnel to drive incremental product page views, customer count and average order value
  • Evaluate and solve customer disptempers with CC team
• Define, develop, and implement a comprehensive SEO strategy with insight and input from relevant cross-functional stakeholders
• Establish quarterly channel forecasts and budget recommendations, with speed and ownership to adjust tactics and strategies quickly based on learnings and opportunities
• Manage an experimentation roadmap to optimize performance, including A/B creative tests, incrementality tests, and spend scaling tests
• Embrace and seek out technology that creates  solutions for identified customer friction points
• Accountable for the overall engagement, productivity, turnover and bench strength of the team

Qualifications

• The Director of E-commerce should have a passion for the Indigo business
• Hold a relevant degree from a recognized university, with a strong record of academic achievement.
• Deeply knowledgeable about e-commerce (history and trends)
• Minimum of five years of experience leading a high-performing e-commerce business. 
• Demonstrated ability to deliver outstanding results, be a strong strategic and creative thinker, and have demonstrated the ability to build and motivate a team
• Demonstrates strong communication skills.
• The ability to clearly communicate concepts, goals and outcomes through written, visual and verbal formats, supported by strong systems-thinking skills.
• The ability to collaborate seamlessly across departments and functions.

Additional Information

Indigo uses artificial intelligence (AI) tools to assist with certain aspects of the hiring process, such as screening and assessments. These tools support our team but 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.

At Indigo, Diversity, Equity, Inclusion, and Accessibility are core to our values. 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 (Black, Indigenous, and People of Colour), members of the 2SLGBTQIA+ community, and persons with disabilities. If you require an accommodation during the recruitment process, please contact Human Resources at [email protected].

We respect your privacy throughout the recruitment process. Our Candidate Privacy Notice explains how we collect, use, and protect your personal information when you apply for a role with Indigo, and the choices available to you.

This posting is for a current opportunity within Indigo.