Customer Experience Leader / Responsable de l’expérience en magasin

Indigo Books & Music•Montreal, QC

5d•CA$17•Onsite

About The Position

The Customer Experience Leader is responsible for executing Indigo's customer priorities, ensuring the store offers a locally relevant, customer-centric 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 in the store's selling floor, at the cash wrap, and across the store's digital touchpoints, while building the Indigo brand with customers through social media, promotions, and events. The Customer 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 fast-paced setting.
University degree preferred or an equivalent combination of education and relevant experience.
Demonstrated experience in executing customer experiences or omnichannel programs, translating the company's direction into clear actions that drive results.
Strong understanding of store operations, including experience with cash handling, compliance, and related task execution in a fast-paced retail environment.
Proven ability to coach and train team members, building capabilities through hands-on training and reinforcing customer experience, operational, and cash handling standards.
Strong organizational and planning skills, with the ability to manage competing priorities, meet deadlines, and execute tasks 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 enhance 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 a proactive approach to task execution and continuous improvement.
Alignment with Indigo's values as reflected by the Guiding 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 sales.
Ensures the Indigo Experience and L.I.R.E. customer service models are consistently followed, employing strong Sales Leader (SL) 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 Sales Associates (RSCs) to have meaningful customer interactions and provide intuitive recommendations and exceptional service experiences that build customer loyalty and engagement.
Manages omnichannel 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, the Indigo Love of Reading Foundation programs, Director's Stars awards, Staff Picks program, customer events, author signings, consignment selling programs, and store social media activities.
Leverages customer insights, feedback from the Voice of the Customer survey, and in-store observations to identify opportunities for improvement, enhance customer satisfaction, and drive overall service execution.
Manages customer service areas, cash wrap areas, and cash desk processes, ensuring compliance with cash handling procedures, operational controls, and company standards.
Manages store supply orders and other customer service-related operational routines to ensure teams have the resources needed to deliver a consistent customer experience.
Partners with the Product Activities team to ensure customer experience, product availability, visual presentation execution, and operational readiness are aligned.
Assists the Store Manager, Customer Experience in achieving store goals by identifying customer-facing 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 terms of Indigo's Guiding Principles and Values, integrating them to foster a positive, collaborative, and accountable team culture.