e-Commerce Coordinator

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
• We Will Be Customer Centric
• We Will Be Entrepreneurial
• We Will Be Committed to Caring About Each Other, Our Communities, and Our Environment
• We Will Be Committed to True and Shared Value Creation
• We Will Be Systems Thinking, Data Driven and AI enabled

Job Description

MISSION

The Coordinator, eCommerce supports the day-to-day execution of the on-site experience for assigned categories and campaigns on indigo.ca. Working from priorities set by their group’s Specialist or Manager, they build and maintain site merchandising, content, promotional, and search deliverables, ensuring they are accurate, on time, and on brand.

The Coordinator monitors performance and flags friction and opportunities to their Specialist or Manager. They work closely with their team and cross-functional partners to keep the customer experience consistent and on brand. The Coordinator reports to the Manager, eCommerce.

KEY PERFORMANCE METRICS

• Execution and quality
• On-time execution of site content, promotion, and merchandising deliverables against the site calendar
• Accuracy and quality of site listings, content, and metadata, in English and French
• Timely flagging and resolution of site content issues and customer friction points
• Business results (monitored and supported through analytics and reporting)
• Site Performance: Traffic, Conversion, Revenue, Units Sold
• Profitability: Net Margin (and Rate), EPU % of Total Sales, eCommerce Contribution
• Customer Engagement: Product Views per Visit, Page Views per Visit, Time on Site

KEY ACCOUNTABILITIES

Functional

• Execute site merchandising for assigned categories and campaigns, guided by key metrics, inventory levels, category trends, promotional plans, and retail merchandising priorities.
• Build and maintain promotional content on indigo.ca, including banners, landing pages, and campaign placements, ensuring accuracy and alignment with marketing and merchant plans.
• Support day-to-day site operations across merchandising pods, including search tagging, hand merchandising, product collection maintenance, and promotion builds.
• Deliver against the site calendar accurately and on time; flag risks to upcoming deliverables early and escalate conflicting priorities to the Specialist or Manager.
• Contribute to the planning and execution of seasonal and holiday programs, including gifting campaigns, promotional verticals, and strategic initiatives.
• Quality-check every launch before go-live, including links, pricing, imagery, copy, and mobile and app views.
• Support A/B testing by setting up, quality-checking, and reporting on tests as directed by the Specialist.
• Apply SEO metadata, SEO copy, and structured content to site experiences, following direction from the Specialist, Marketing, and Digital Product.
• Support the French customer experience by ensuring content is translated, accurate, and reflective of campaign priorities.
• Review AI-generated content (e.g., product copy, French translations, search results) for accuracy and brand voice before it goes live.
• Monitor site content for quality and accuracy; flag and resolve issues in a timely manner, escalating those beyond scope with relevant context.
• Monitor eCommerce KPIs and provide analytics and reporting support for assigned areas (internal search, campaigns, promotions, etc.), flagging variances in site performance or customer experience to the Specialist or Manager.
• Identify and flag opportunities to reduce customer friction and improve the digital shopping experience.
• Follow and contribute to team processes and documentation, suggesting improvements where they see them.
• Use approved AI tools to speed up routine tasks, and flag AI errors on the site to the right owner.
• Stay current on eCommerce trends, competitive site experiences, and emerging best practices, including AI; share relevant insights with the team.

People

• Collaborate with internal partners including Merchants, Creative, Editorial, Translation, Digital Production, and Digital Product teams to execute site priorities effectively.
• Communicate clearly and consistently, with timely status updates, handoffs, and briefs.
• Share knowledge openly and seek out learning opportunities from more experienced team members.
• Help cross-functional partners understand the downstream impact of their contributions on the site experience.
• Engage openly in team feedback and contribute a solutions-oriented point of view.

Cultural

• Model Indigo’s Guiding Principles and convey a positive, forward-thinking image in everything they do.
• Celebrate diversity of thought and keep an open mindset.
• Take an active role in fostering a culture of continual learning, taking risks without fear of making mistakes.
• Embrace and champion change within the team and the organization.

SCOPE

• Reports to: Manager, eCommerce
• Manager once Removed (MOR): Vice President, Customer Experience & eCommerce

KEY RELATIONSHIPS

Internal:

• Merchant Teams (General Merchandise)
• Creative Studio
• Digital Production
• Editorial
• Translation
• Digital Product Management
• Marketing

External:

• Vendors/Suppliers/Publishers

Qualifications

Education & Experience

• College or university education in business or a related field
• Minimum 1 year of work experience in a related field, with a passion for retail

Competencies / Skills / Attributes

• Knowledge and proficiency with eCommerce platforms and systems (Shopify, Salesforce Commerce Cloud, Page Designer)
• Tech savvy with the ability to learn and adapt to new tools quickly
• Comfortable using AI tools in day-to-day work, with the care to check their output for accuracy
• Advanced knowledge and proficiency with Microsoft Office (Excel, PowerPoint, Word)
• Customer focused with the ability to manage multiple priorities while delivering results
• Strong organization skills with a high attention to detail
• Clear written and verbal communication skills
• Works proficiently under condensed timelines
• Self-sufficient with a strong sense of initiative
• Bilingualism in English/French would be an asset
• Experience in the Kids & Baby category is preferred.
• Familiarity with GA4 or other analytics platforms is preferred.

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.