Customer Experience Leader | Omni-Channel Coach

Indigo; Abbotsford; On-site; CAD 60,000 - 80,000; Full time

Job summary

Indigo is seeking a Customer Experience Leader to drive in-store and omni-channel customer experience. You will lead teams, coach staff, and ensure the Indigo Love of Reading and Plum loyalty initiatives are executed with excellence.

The role requires 1–3 years of leadership in retail, strong cash-handling know-how, and a passion for delivering outstanding customer interactions across two Abbotsford and Chilliwack locations.

Qualifications

• 1-3 years of leadership experience in specialty retail or multi-unit environment.
• Demonstrated experience executing customer experience and/or omni-channel programs.
• Strong understanding of retail operations including cash handling and compliance.

Responsibilities

• Lead execution of customer experience priorities using store insights to optimize deployment, service, and sales.
• Coach CERs to deliver intuitive recommendations and exceptional service experiences.
• Oversee omni-channel execution including pickups, returns, and customer interactions for a seamless experience.
• Drive loyalty initiatives, events, and in-store activities to build engagement and sales.

Skills

Leadership

Coaching

Customer service

Communication

Organizational skills

Education

College degree preferred

Tools

AI-enabled tools

Job description

Indigo is seeking a Customer Experience Leader to drive in-store and omni-channel customer experience. You will lead teams, coach staff, and ensure the Indigo Love of Reading and Plum loyalty initiatives are executed with excellence.

The role requires 1–3 years of leadership in retail, strong cash-handling know-how, and a passion for delivering outstanding customer interactions across two Abbotsford and Chilliwack locations.