Customer Experience Leader

About This Role

This contract role focuses on executing all customer programs and driving results within the store environment. The Customer Experience Leader models and coaches to foster a high-performance, customer-focused team, helping employees develop their capabilities and contribute to the success of the Indigo brand through meaningful business outcomes.

Responsibilities

• Lead 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
• Ensure 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
• Lead daily communication routines and sales rallies that reinforce business priorities, promotional activities, loyalty initiatives, customer opportunities, and service expectations
• Coach and develop CERs to deliver intuitive recommendations, meaningful customer interactions, and exceptional service experiences that build customer loyalty and engagement
• Support 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
• Lead 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
• Leverage customer insights, Voice of the Customer feedback, and in-store observations to identify opportunities and support improvements to customer satisfaction and overall service execution
• Maintain customer service areas, payment desks, and cash office processes, ensuring compliance with cash handling procedures, operational controls, and company standards
• Support store supplies ordering and other customer-facing operational routines to ensure teams have the resources needed to deliver a consistent customer experience
• Partner with Product Operations leadership to ensure alignment between customer experience, product availability, merchandising execution, and operational readiness
• Support 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
• Provide ongoing coaching and training on customer focused behaviours, building capability and accountability across the team
• Ensure a safe and organized work environment, maintaining compliance with all health and safety policies, procedures, and standards
• Model and embed Indigo's Guiding Principles and values, fostering a positive, collaborative, and accountable team culture

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
• College degree preferred or equivalent combination of education and relevant experience
• 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
• Maintain/obtain required role-specific certifications (e.g., First Aid, Joint Health & Safety Committee) in alignment with provincial and store requirements
• Demonstrate 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
• Ability to work a flexible schedule, including early mornings, evenings, weekends, and holidays
• Ability to be mobile on the sales floor for extended periods and safely lift medium to large items (up to 40 lbs) using appropriate equipment and techniques
• Bilingualism (French/English) required for roles based in Quebec

About the Company

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. The company's mission is to inspire reading and enrich the lives of booklovers, attracting top talent, nurturing employee potential, and creating space for everyone to thrive. Indigo is committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws, and integrates Diversity, Equity, Inclusion, and Accessibility into its training, policies, and hiring practices.