Customer Experience Leader — Flexible Schedule & Impact

Indigo Books & Music; Calgary; On-site; CAD 22,000 - 31,000; Full time

Job summary

Indigo Books & Music in Calgary, AB is seeking a Customer Experience Leader to drive store-level customer programs and results, coaching teams to deliver exceptional service and align with Indigo's values.

You will lead daily routines, coach CERs, and support omnichannel initiatives including in-store pickups and returns, while maintaining a safe, organized environment and executing promotional activity to grow loyalty and satisfaction.

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
• 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 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

Responsibilities

• Leads the execution of customer experience priorities within the store, leveraging insights to optimize team deployment and drive engagement and sales
• Ensures the Indigo Experience and R.E.A.D. customer service model are brought to life through coaching and feedback
• Leads daily communication routines and sales rallies to reinforce priorities and promotions
• Coaches and develops CERs to deliver intuitive recommendations and exceptional service experiences
• Supports omni-channel execution including in-store pickups, online returns, and customer interactions
• Leads client-facing programs including Plum loyalty and community initiatives
• Uses customer insights and feedback to identify opportunities and drive improvements
• Maintains customer service areas and cash handling processes in line with standards
• Supports store operations to ensure resources are available for a consistent customer experience
• Partners with Product Operations to align customer experience, merchandising and readiness
• Supports Customer Experience Manager with opportunities and action plans to improve results
• Provides ongoing coaching on customer-focused behaviours and accountability
• Ensures a safe and organized work environment and compliance with policies and safety standards
• Models Indigo values and fosters a collaborative, accountable team culture
• Works a flexible schedule including early mornings, evenings, weekends, and holidays
• Mobility on the sales floor and safe lifting of items up to 40 lbs using proper equipment
• Bilingualism (French/English) required for roles based in Quebec

Skills

Leadership experience

Customer-facing leadership

Organizational skills

Communication skills

Problem solving

Flexible schedule

Bilingual (French/English)

Education

College degree preferred

Job description

Indigo Books & Music in Calgary, AB is seeking a Customer Experience Leader to drive store-level customer programs and results, coaching teams to deliver exceptional service and align with Indigo's values.

You will lead daily routines, coach CERs, and support omnichannel initiatives including in-store pickups and returns, while maintaining a safe, organized environment and executing promotional activity to grow loyalty and satisfaction.