Customer Experience Leader

Indigo; Toronto; On-site; CAD 45,000 - 65,000; Full time

Job summary

Indigo is seeking a store leader to inspire a customer-centric culture across Indigo’s physical and online channels, guiding daily operations and sales performance. You will open and close the store, ensure product knowledge, lead a team, uphold health and safety, and collaborate with cross-functional partners to deliver exceptional customer experiences and strong results.

Minimum 1–2 years in customer service or operations, ability to lift up to 40 pounds, and availability for 25 hours per week

Qualifications

• 1–2 years of experience in customer service, merchandising, or operations.
• Demonstrated commitment to exceptional employee and customer experience.
• Experience leading others.
• Performance oriented.
• Ability to exercise good business acumen and systemic thinking for meaningful decisions.
• Ability to prioritize, plan, and execute while remaining agile.
• Knowledge of provincial health and safety standards.
• Ability to lift medium to large items, up to 40 pounds, using appropriate equipment and safety techniques.
• Minimum 25 hours a week availability, including evenings and weekends, and potentially early mornings and holidays.

Responsibilities

• Work collaboratively with the Store Leadership team to inspire a customer‑centric culture that brings Indigo’s mission to life across physical and online channels.
• Lead and be responsible for opening and closing the store, daily operations, customer experience, visual standards, and sales target achievement.
• Ensure the team is well‑informed about products, promotions, and programs.
• Support the planning, prioritization, and execution of work for the store and functional level.
• Be responsible for facilities, maintenance, health and safety, and loss prevention during the shift you lead.
• Live and inspire Indigo's High Performance Characteristics and a Story‑Telling culture.
• Practice and model Feedback and Coaching—The Indigo Way.
• Participate in talent calibration and contribute to talent management and acquisition activities to build strong teams.
• Contribute to the development of Customer Experience Representatives (CER) talent.
• Collaborate cross‑functionally, celebrating diversity of thought and inclusion.
• Cultivate an environment of trust, valuing employee voices and wellbeing.
• Embrace and model change.
• Ensure health and safety is a top priority, with active participation from all staff.

Skills

Customer service

Merchandising

Operations

Leadership

Business acumen

Prioritization

Planning

Agility

Health & safety

Lifting 40 lb

Evenings/weekends availability

Job description

Indigo is a physical and digital place inspired by books, ideas, beautifully designed lifestyle products, and the creative people who make it all happen. We believe in real books, living life fully and generously, kindness, and the power of stories to connect us. Indigo is our customer's happy place—a space for discovery and connection with those who share a passion for reading and ideas.

Our Guiding Principles

• We Will Hire, Inspire, Promote and Retain the Best
• 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

• Work collaboratively with the Store Leadership team to inspire a customer‑centric culture that brings Indigo’s mission to life across physical and online channels.
• Lead and be responsible for opening and closing the store, daily operations, customer experience, visual standards, and sales target achievement.
• Ensure the team is well‑informed about products, promotions, and programs.
• Support the planning, prioritization, and execution of work for the store and functional level.
• Be responsible for facilities, maintenance, health and safety, and loss prevention during the shift you lead.
• Live and inspire Indigo's High Performance Characteristics and a Story‑Telling culture.
• Practice and model Feedback and Coaching—The Indigo Way.
• Participate in talent calibration and contribute to talent management and acquisition activities to build strong teams.
• Contribute to the development of Customer Experience Representatives (CER) talent.
• Collaborate cross‑functionally, celebrating diversity of thought and inclusion.
• Cultivate an environment of trust, valuing employee voices and wellbeing.
• Embrace and model change.
• Ensure health and safety is a top priority, with active participation from all staff.

Qualifications

• 1–2 years of experience in customer service, merchandising, or operations.
• Demonstrated commitment to exceptional employee and customer experience.
• Experience leading others.
• Performance oriented.
• Ability to exercise good business acumen and systemic thinking for meaningful decisions.
• Ability to prioritize, plan, and execute while remaining agile.
• Knowledge of provincial health and safety standards.
• Ability to lift medium to large items, up to 40 pounds, using appropriate equipment and safety techniques.
• Minimum 25 hours a week availability, including evenings and weekends, and potentially early mornings and holidays.

Additional Information

At Indigo, all applications are reviewed by our HR team. In certain aspects of the hiring process, AI tools may be used for screening and assessments to highlight relevant criteria while maintaining human judgment. We are committed to using AI responsibly and fairly, in compliance with employment laws.

We value Diversity, Equity, Inclusion, and Accessibility at all stages of our hiring. We welcome applicants from all backgrounds, including BIPOC, 2SLGBTQIA+, and persons with disabilities. If you require accommodation during recruitment, please contact Human Resources at [e-mail].

This posting represents a current opportunity within Indigo.

We respect your privacy throughout the recruitment process. Our Candidate Privacy Notice explains how we collect, use, and protect your personal information when you apply for a role with Indigo, and the choices available to you.