Customer Experience Leader

Indigo Books & Music•Brossard, QC

1d•CA$20 - CA$22•Onsite

About The Position

The In-Store Experience Leader is responsible for executing Indigo’s customer priorities, ensuring the store delivers a relevant, customer-centric local experience that drives sales, engagement, loyalty, and profitability. This role is customer-focused, ensuring the Indigo Experience and Indigo’s L.I.R.E. model come to life at the store level, on the sales floor, at the cash desk, and across digital touchpoints, while building and nurturing the Indigo brand with customers through social media, promotions, and events. The In-Store Experience Leader leads the execution of customer-facing programs and is accountable for their results. They must lead by example and coach to create a high-performing, customer-centric environment where team members can build capabilities, contribute to team success, and bring the Indigo brand to life, all while driving significant operational results.

Requirements

1-3 years of leadership experience, specifically in a specialty store or multi-unit retail environment, with experience leading teams in a dynamic setting.
University degree preferred or an equivalent combination of education and relevant experience.
Demonstrated experience in executing customer experiences or omni-channel programs, translating business direction into clear actions that drive results.
Strong understanding of store operations, including experience with cash handling, compliance, and related execution in a fast-paced retail environment.
Proven ability to coach and train team members, building capabilities through hands-on training and reinforcement of customer experience, operational, and cash handling standards.
Strong organizational and planning skills, with the ability to manage competing priorities, meet deadlines, and execute effectively in a dynamic environment.
Effective communication and problem-solving skills, with the ability to identify issues, prioritize actions, and support store objectives.
Proven operational discipline, including inventory management, compliance, pricing accuracy, and execution of company standards.
Excellent adaptability and agility, with the ability to respond to changing priorities and leverage technology (including AI-based tools) to improve task efficiency and execution.
Obtain and maintain required certifications for each role (e.g., First Aid, Joint Health and Safety Committee) in accordance with provincial and store requirements.
Excellent judgment, accountability, and proactive approach to task execution and continuous improvement.
Alignment with Indigo’s values as reflected by the Leadership Principles.
Passion for Indigo’s mission, exceptional operational execution, inventory integrity, product presentation, and team experiences.
Ability to work a flexible schedule, including early mornings, evenings, weekends, and holidays.
Ability to stand and walk the selling floor for extended periods and safely lift medium to large items (up to 40 lbs or 18 kg) using appropriate equipment and techniques.
Bilingualism (English/French) required for all positions in Quebec.

Responsibilities

Leads the execution of in-store customer experience priorities, leveraging customer, sales, and channel insights to optimize team deployment, deliver exceptional service, and drive customer engagement and revenue.
Ensures the Indigo Experience and L.I.R.E. customer service models are consistently followed by employing strong Sales Growth Leader (SGL) practices, such as active coaching and real-time feedback to reinforce service behaviors and customer engagement.
Leads daily communication routines and huddles that reinforce company priorities, promotional activities, loyalty initiatives, customer opportunities, and service expectations.
Coaches and develops Retail Sales Associates (RSAs) to have meaningful customer interactions and deliver intuitive recommendations and exceptional service experiences that build loyalty and engagement.
Manages omni-channel execution, including customer order pick-ups, Manhattan order management activities, online return processing, customer issue resolution, and related customer interactions to ensure a seamless and consistent customer experience.
Leads the execution of customer-facing programs and initiatives, including new plum rewards member acquisition and engagement, Indigo Love of Reading Foundation programs, Store Manager’s Stars awards, Staff Pick referral program, in-store events, author signings, consignment selling programs, and social media store activities.
Leverages customer insights, feedback from the Voice of Customer survey, and in-store observations to identify opportunities for improvement, enhance customer satisfaction, and drive overall service execution.
Manages customer service areas, cash desk operations, and cash desk processes to ensure compliance with cash handling procedures, operational controls, and company standards.
Manages store supply orders and other operational routines related to customer service to ensure teams have the necessary resources to deliver a consistent customer experience.
Partners with the Product Activity team to ensure customer experience, product availability, visual presentation execution, and operational readiness are aligned.
Assists the Store Experience Manager in achieving store goals by identifying customer-centric opportunities, communicating risks, and contributing to action plans that improve execution and results.
Continuously provides coaching and training on customer service behaviors to build capability and accountability within the team.
Ensures the work environment remains safe and organized by maintaining compliance with all health and safety policies, procedures, and standards.
Leads by example in embodying Indigo’s Leadership Principles and Values, integrating them to foster a positive, collaborative, and accountable team culture.
Reports to: Store Experience Manager
Two levels up: General Manager