Customer Experience Leader

Indigo; Calgary; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading lifestyle retailer in Calgary seeks a Customer Experience Leader to enhance store operations and customer satisfaction. The role requires 1-2 years of experience in customer service or operations, strong leadership skills, and the ability to prioritize and plan. Ideal candidates are committed to creating exceptional employee and customer experiences and ready to work flexible hours including evenings and weekends.

Qualifications

• 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.

Responsibilities

• Lead and execute work contributing to store operations and customer experience.
• Ensure store sales plans and long-term profitability goals are met.
• Collaborate with the Store Leadership team to inspire a customer-centric culture.

Skills

Customer service experience

Leadership

Agility

Business acumen

Job description

Company Description

WHO WE ARE

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. We believe in real books, living life fully and generously, being kind to each other and to the environment, and that stories — big and little — connect us. Indigo is our customer's happy place — for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place.

OUR GUIDING PRINCIPLES

• We Will Hire, Inspire, Promote and Retain the Best
• We Will Be Customer Centric
• We Will Be Entrepreneurial
• We Will Be Committed to Caring About Each Other, Our Communities, and Our Environment
• We Will Be Committed to True and Shared Value Creation
• We Will Be Systems Thinking, Data Driven and AI enabled

Job Description

WHAT YOU'LL DO

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.

• 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‑modeling 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

Qualifications

WHO YOU ARE:

• 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

Additional Information

At Indigo, we are committed to our communities, our customers, and each other; together we can make a positive impact. We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. We are driven to be an equitable employer, which highly values your diverse backgrounds, experiences, and perspectives. We believe that you, in all your uniqueness, belong at Indigo. We welcome all applicants and encourage applications from individuals who identify as Black, Indigenous, a person of colour, LGBTQ2+ and people with disabilities. Accommodations are available upon request to individuals who self‑identify as having a disability or special need. Please contact Human Resources at [e-mail] if you require an accommodation at any time during the recruitment process.

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