Customer Experience Leader / Responsable de l’expérience en magasin

Indigo Books & Music • Laval, QC

3d • Onsite

About The Position

The Customer Experience Leader conducts the execution of Indigo’s customer focused priorities, ensuring the store delivers a locally relevant, customer-centric experience that drives sales, engagement, loyalty, and profitability. Through a customer-focused lens, this role ensures that the Indigo Experience and R.E.A.D.—Indigo’s recommendation model—come to life on the sales floor, at cash, and through the store’s digital touchpoints all while driving Indigo brand awareness and affinity through social media, promotions and event execution. The Customer Experience Leader is the execution lead of all customer programs and results. This position role models and coaches to create a high-performance, customer-focused environment where employees build their capabilities, contribute to team success, and bring the Indigo brand to life through meaningful business outcomes.

Requirements

• 1-3 years of leadership experience in a specialty retail and/or multi-unit environment, with experience leading teams in a customer-facing environment
• Demonstrated experience executing customer experience and/or omni-channel programs, translating direction into clear actions that drive results
• Strong understanding of retail operations, including experience with cash handling, compliance, and execution in a fast-paced retail environment
• Proven ability to coach and develop team members, building capability through hands-on training and reinforcement of customer experience, operational and cash handling standards
• Strong organizational and planning skills, with the ability to prioritize competing priorities, meet deadlines, and execute effectively in a fast-paced environment
• Effective communication and problem-solving skills, with the ability to identify issues, prioritize actions, and support store objectives
• Demonstrated operational discipline, including experience with inventory management, compliance, pricing accuracy, and execution of company standards
• Adaptable and agile, with the ability to respond to changing priorities and leverage technology (including AI-enabled tools) to improve efficiency and execution
• Maintains/obtains required role-specific certifications (e.g., First Aid, Joint Health & Safety Committee) in alignment with provincial and store requirements
• Demonstrates sound judgment, accountability, and a proactive approach to execution and continuous improvement
• Full alignment with Indigo's values as reflected in the Guiding Principles
• A passion for Indigo's mission and delivering exceptional operational execution, inventory integrity, product presentation, and team experiences
• Bilingualism (French/English) required for roles based in Quebec

Nice To Haves

• College degree preferred or equivalent combination of education and relevant experience

Responsibilities

• Leads execution of customer experience priorities within the store, leveraging customer, sales, and omni-channel insights to optimize team deployment, deliver exceptional service, and drive customer engagement and sales performance.
• Ensures the Indigo Experience and R.E.A.D. customer service model are consistently brought to life through strong Sales Generation Leadership (SGL) practices, including active coaching and in-the-moment feedback that reinforce service behaviours and customer engagement.
• Leads daily communication routines and sales rallies that reinforce business priorities, promotional activities, loyalty initiatives, customer opportunities, and service expectations.
• Coaches and develops CERs to deliver intuitive recommendations, meaningful customer interactions, and exceptional service experiences that build customer loyalty and engagement.
• Supports omni-channel execution, including customer pickups, Manhattan order management activities, online returns, customer issue resolution, and related customer interactions, ensuring a seamless and consistent customer experience.
• Leads execution of customer-facing programs and initiatives, including Plum loyalty acquisition and engagement, Indigo Love of Reading, CEO Awards, Staff Picks, customer events, author signings, consignment programs, and store social media activities.
• Leverages customer insights, Voice of the Customer feedback, and in-store observations to identify opportunities and support improvements to customer satisfaction and overall service execution.
• Maintains customer service areas, payment desks, and cash office processes, ensuring compliance with cash handling procedures, operational controls, and company standards.
• Supports store supplies ordering and other customer-facing operational routines to ensure teams have the resources needed to deliver a consistent customer experience.
• Partners with Product Operations leadership to ensure alignment between customer experience, product availability, merchandising execution, and operational readiness.
• Supports the Customer Experience Manager in delivering store objectives by identifying customer-facing opportunities, escalating risks, and contributing to action plans that improve execution and results.
• Provides ongoing coaching and training on customer focused behaviours, building capability and accountability across the team.
• Ensures a safe and organized work environment, maintaining compliance with all health and safety policies, procedures, and standards.
• Models and embeds Indigo's Guiding Principles and values, fostering a positive, collaborative, and accountable team culture.

Benefits

• 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].

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree