MISSION
The Senior Manager of Indigo Events is responsible for creating engaging events; events that inspire, educate, and entertain, to foster connection and community, and enhance Indigo’s brand.
The Senior Manager will drive event sales, profit, and brand affection incrementally to Indigo’s core business channels. The Senior Manager will deliver successful events that inspire Indigo’s customers while positively engaging authors, publishers, and Indigo’s store teams.
KEY PERFORMANCE METRICS
- Customer Participation & Traffic
- Author & Publisher Engagement
- Events NPS
- On-Time Operational SLAs
- Events Revenue & Profitability
- Employee Engagement
KEY ACCOUNTABILITIES
Strategic
- Identify growth opportunities and partnerships to expand reach and profitability.
- Integrate events into Marketing and eCommerce strategies to maximize impact.
Functional
- Inspire and develop the events team to achieve operational and financial success.
- Build strong relationships with authors, publishers, and internal stakeholders.
- Optimize processes to improve efficiency and (external & internal) customers’ satisfaction.
- Lead planning and execution of a brand-appropriate events calendar.
- Develop a rolling 52-week plan that articulates the known deliverables and key goals for events year-round
- Deliver exceptional events that strengthen brand affinity and community connection.
- Communicate event performance and objectives effectively to cross-functional teams and executives.
- Lead frequent customer and sales analytics to share results and critically assess previous performance with key stakeholders to iteratively improve.
- Make strategic recommendations to leadership based on customer & business insights.
People
- Develop a high performing & engaged team
- Provide feedback and coaching to develop direct reports and mentees
- Shape and influence team culture to reflect Indigo’s values and direction
- Empower team members through clear expectations, performance management, and growth opportunities
- Attract, develop, and retain top talent
- Act as a mentor & role model, helping others understand the broader impact of their work
- Foster collaboration and knowledge sharing across teams and functions
- Ensure team alignment with organizational goals and cultural values
Cultural
- Model Indigo’s Guiding Principles and convey a positive, forward-thinking image
- Embrace and influence change, fostering a culture resonant of our guiding principles and in particular emphasizing data driven, systems thinking, and customer centric.
- Celebrate diversity of thought and encourage open dialogue
- Take an active role in shaping organizational culture through leadership and example
RELATIONSHIPS
Reports to: Vice President, Customer Experience & eCommerce
Manager once Removed (MOR): EVP & Chief Customer Officer
Internal: Customer Service, Creative, Finance, Indigo Love of Reading, Loyalty, Marketing, Merchants, Retail Operations & Communication, Supply Chain & Distribution Centre
External: Authors, Publishers & Vendors, Vendors, Venues, & Production Partners
Work Experience / Education / Certifications
- 8-10 years of experience in Customer Experience, Events, or Marketing.
- Bachelor’s degree in business, marketing, or related field; MBA or equivalent is an asset.
- Experience in retail, hospitality, or media & publishing required.
Competencies / Skills / Attributes
- Strategic thinker with strong business acumen and foresight.
- Strong relationship builder and communicator with a strong leadership presence.
- Thoughtful brand advocate and customer obsessed.
- Deep understanding of marketing & customer behaviour.
- Proven ability to lead through complexity and ambiguity.
- This position requires regular travel to event sites and venues.
At Indigo, all applications submitted are reviewed in detail by our HR team. In certain aspects of the hiring process artificial intelligence (AI) tools may be used, specifically for screening and assessments. These tools support our team and are used to help bring relevant criteria to the foreground and do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination.
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 Color), 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]
This posting is for a current opportunity within Indigo.
