Customer Experience Leader

Indigo Books & Music•Guelph, ON

3d•Onsite

About The Position

The Customer Experience Leader (CEL) is a member of the Store’s Leadership Team and is responsible for leading and executing work that contributes to the Store's operations and customer experience. Talent in the role supports the achievement of strategic priorities that are cascaded from the Retail Strategic Initiatives to the Store and Functional level. The CEL ensures budget and cost centre management while contributing to the achievement of the Store’s sales plans and long-term desired outcome of profitability and growth.

Requirements

1-2 years of experience in a customer service, merchandising or operations role
Demonstrated commitment to creating an exceptional employee and customer experience
Experience leading others
Performance orientated
Ability to exercise good business acumen and systemic thinking that supports meaningful decisions
Ability to prioritize, plan and execute while being agile
Knowledge of Provincial Health & Safety standards
Ability to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques
Minimum 25 Hours a week availability that includes evenings and weekends and could include early mornings and holidays

Responsibilities

Work collaboratively with the Store Leadership team to inspire a customer-centric culture bringing to life Indigo’s mission while incorporating both physical and online channels to meet the customer needs
Be responsible for the opening and closing of the store, the daily store operations, customer experience, maintaining visual standards and achieving or exceeding sales plans
Ensure the team is well informed about the products that Indigo carries, promotions and programs
Support the planning, prioritization and execution of the work you and the team are doing
Be responsible for the facilities, maintenance, health and safety and loss prevention of the store on the shift you are leading
Live and inspire Indigo's High Performance Characteristics and lead a Story Telling culture
Practice and role model Feedback and Coaching - The Indigo Way
Participate in talent calibration and contribute to talent management and acquisition activities to support Indigo’s goal to build strong teams and attract and develop the best talent
Contribute to the development of CER talent
Collaborate with others and work cross functionally while celebrating and role modelling diversity of thought and inclusion
Cultivate an environment of trust where the opinions, voices, and well-being of employees are valued, enabling people to bring their best selves to work
Embrace and role model change
Foster an environment where everyone knows their health and safety is a top priority and where everyone actively participates in ensuring the health and safety of each other and our customers