Customer Experience Leader

Indigobooksmusic; Toronto; On-site; CAD 70,000 - 95,000; Full time

Job summary

Indigo is seeking a Customer Experience Leader to drive store-level programs and results. This role models high-performance service, coaches CERs, and leads omni-channel efforts to deliver an exceptional Indigo experience and strong loyalty, while maintaining store operations and safety standards.

You will coach teams, align customer-centric initiatives with promotions and events, and collaborate with leadership to meet store objectives in a fast-paced retail environment.

Qualifications

• 1-3 years of leadership experience in a specialty retail and/or multi-unit environment.
• Experience leading customer-facing teams.
• Experience executing customer experience and/or omni-channel programs.
• Strong understanding of retail operations, including cash handling and compliance.
• Adaptable and agile, with technology usage (AI-enabled tools) to improve execution.

Responsibilities

• Leads execution of customer experience priorities within the store, leveraging customer and sales insights to optimize team deployment and drive engagement and sales.
• Coaches and develops CERs to deliver intuitive recommendations and exceptional service experiences that build loyalty.
• Leads daily communication routines and sales rallies reinforcing business priorities, promotions, loyalty, and service expectations.
• Supports omni-channel execution, including customer pickups, order management, returns, and related interactions, ensuring a seamless customer experience.
• Leverages customer insights and feedback to identify opportunities and improvements to satisfaction and service execution.
• Maintains customer service areas and cash handling procedures in line with company standards.
• Partners with Store Leadership to align customer experience with product availability and merchandising.

Skills

Leadership

Coaching

Customer experience

Omni-channel

Communication

Education

College degree

Tools

AI-enabled tools

Job description

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.

KEY PERFORMANCE METRICS

• Net Promoter Score (NPS)
• Net sales and profitability
• Loyalty (plum and email acquisition)
• Promotional execution
• Store engagement score

KEY RESPONSIBILITIES - what the work is

• 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.

Reports to: Customer Experience Manager

Manager once Removed (MOR): General Manager

KEY RELATIONSHIPS

Internal:

• Store employees
• Store leadership team
• Online Customer Service team
• Indigo Love of Reading team

External:

• Customers
• Consignment authors/agents and event vendors
• Adopt-a-School partners

• 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
• 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 p