Customer Experience Lead: Elevate Reader Moments

Indigo; Toronto; On-site; CAD 55,000 - 80,000; Full time

Job summary

Indigo is seeking a Customer Experience Leader to execute customer programs and drive results across store operations. This role models high-performance customer care, coaches teams, and brings the Indigo brand to life through outstanding service and engagement.

You will lead daily routines, support omni-channel execution, and partner with leadership to deliver exceptional experiences that boost loyalty and sales. Flexibility to work in a fast-paced retail environment is essential.

Qualifications

• 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.

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.

Skills

Leadership experience

Bilingual French/English

Communication skills

Organizational skills

Problem-solving

Adaptability

Education

College degree preferred

Tools

AI-enabled tools

Job description

Indigo is seeking a Customer Experience Leader to execute customer programs and drive results across store operations. This role models high-performance customer care, coaches teams, and brings the Indigo brand to life through outstanding service and engagement.

You will lead daily routines, support omni-channel execution, and partner with leadership to deliver exceptional experiences that boost loyalty and sales. Flexibility to work in a fast-paced retail environment is essential.