Email Marketing Operations Specialist (12-month contract)

Company Description

WHO WE ARE

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 Email Marketing Operations Specialist is responsible for supporting the day-to-day execution and quality assurance of Indigo’s email marketing program, with a primary focus on campaign deployment, audience and list validation, email code, reporting, and basic technical support.

Working closely with the Email Marketing team, this role helps ensure campaigns, automated Journeys, and personalized experiences are accurately configured, thoroughly tested, and delivered on time. By supporting recurring operational and technical work, this position will create additional capacity for the team to focus on personalization, automation, testing, and strategic initiatives.

KEY PERFORMANCE METRICS

• Target 98% on-time deployment of assigned email campaigns, supported by thorough pre-send testing and validation.
• Deliver fully validated campaigns through 100% completion of all required setup, audience, code and data checks before launch
• Ensure 100% of assigned campaigns complete all required QA and personalization validation prior to launch, with zero preventable customer-impacting errors.
• Validate all deployed campaigns by the next business day, identifying and escalating any issues requiring corrective action.
• Complete assigned campaign reporting accurately and on time for the weekly reporting cycle.
• Acknowledge 100% of email-related tickets within 5 business days and drive each issue to resolution or escalation as quickly as possible.
• Reliable operational support for automation and personalization initiatives.

KEY Responsbilites 

Functional

• Build, test, schedule, and deploy promotional email campaigns in Iterable.
• Configure audiences, suppression logic, personalization, tracking, and send settings.
• Perform campaign QA across content, links, products, legal copy, code, rendering, and customer experience.
• Support A/B and multivariate testing by configuring test groups, validating campaign variations, confirming audience splits, and ensuring results can be measured accurately.
• Test personalized and dynamic content using representative customer profiles to confirm customer attributes, conditional logic, recommendation outputs, and fallback experiences work as intended.
• Validate audience lists, segmentation criteria, customer data, catalog information, and expected send volumes before deployment.
• Support recurring campaigns, automated Journeys, triggered emails, templates, and reusable campaign components.
• Complete basic HTML/CSS updates and triage email bugs, operational requests, and user tickets.
• Support campaign reporting, including the validation of test results, personalization performance, audience counts, and campaign metrics.
• Document and escalate campaign, audience, testing, or data discrepancies before deployment.
• Provide additional operational support to the Email Marketing team as required.
• Contribute to ongoing process improvements to drive efficiency.

People

• Build strong working relationships across Email Marketing, Creative, Merchandising, Site, Loyalty, Analytics, and Technology teams.
• Communicate campaign status, risks, requirements, and identified issues clearly and promptly.
• Manage an assigned queue of campaigns, tickets, and reporting requests independently while escalating when appropriate.
• Share technical and operational knowledge with others and actively seek opportunities to learn.
• Support an open and collaborative environment where feedback, questions, and new ideas are welcomed.

Cultural

• Model Indigo’s beliefs and convey a positive image in everything you do.
• Celebrate diversity of thought and maintain an open mindset.
• Take an active role in fostering a culture of continual learning and development.
• Demonstrate accountability, curiosity, and attention to the end-to-end customer experience.
• Embrace and support change across the team and organization.

SCOPE

Reports to: Senior Manager, Email Marketing

Employment type: Full-time, 12-month contract

Manager once Removed (MOR): Vice President, Marketing Strategy & Omnichannel Communication

KEY RELATIONSHIPS

Internal

• Email Marketing team
• Indigo Creative Studio
• Online Merchandising and Site teams
• Customer Intelligence and Analytics teams
• Technology and Data teams
• Loyalty team
• Brand Marketing
• Category and Merchandising teams
• Customer Service

External

• Email Service Provider and related campaign-management tools
• Email production and technology partners
• Agencies and vendors, as required

Qualifications

Work Experience / Education / Certifications

• Minimum two years of hands-on experience in email marketing, CRM, campaign operations, or marketing automation.
• Experience building, testing, scheduling, and deploying campaigns within an email service provider.
• Iterable experience is preferred; experience with a comparable email or marketing-automation platform will also be considered.
• Experience with audience segmentation, suppression logic, list management, and data hygiene.
• Experience performing detailed quality assurance across email content, code, audiences, links, personalization, and rendering.
• Experience working independently in a fast-paced, deadline-driven environment.
• A degree or diploma in Marketing, Communications, Business, Digital Media, Technology, or a related field is an asset, or an equivalent combination of education and experience.

Competencies / Skills / Attributes

• Exceptional attention to detail and a strong quality-assurance mindset.
• Strong analytical, organizational, planning, and time-management skills.
• Ability to manage multiple highly detailed tasks accurately while reacting with urgency and reprioritizing when required.
• Comfortable reviewing audience counts, campaign data, personalization outputs, and reporting results for accuracy.
• Strong troubleshooting and problem-solving skills.
• Able to independently manage campaigns, operational requests, and user tickets.
• Clear written and verbal communication skills.
• Comfortable working collaboratively with marketing, creative, data, and technical stakeholders.
• Curious about email technology, automation, personalization, data, and campaign performance.
• Dependable, accountable, and open to feedback.

Additional Assets

• Basic HTML and CSS skills, including table-based email layouts and inline styling.
• Experience maintaining automated journeys, triggered campaigns, or lifecycle programs.
• Experience with dynamic content, conditional logic, recommendation programs, or personalized email.
• Exposure to transactional email programs.
• Familiarity with UTM tracking, web analytics, campaign attribution, and performance reporting.
• Understanding of email deliverability fundamentals, including authentication, domain reputation, suppression management, and inbox placement.
• Experience with project-management or ticketing tools.

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 talent@indigo.ca.

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.