Customer Experience Leader – Omni-Channel Coach

Indigo; St. Catharines; On-site; CAD 52,000 - 76,000; Full time

Job summary

Indigo is seeking a Customer Experience Leader to drive store customer programs and outcomes. You will model high-performance service, coach teams, and help translate omnichannel insights into approachable actions that elevate the Indigo brand in a fast-paced retail environment.

You will lead daily communications, store rallies, and loyalty initiatives while partnering with various teams to ensure a cohesive customer journey from online to in-store experiences.

Qualifications

• 1-3 years of leadership experience in a specialty retail and/or multi-unit 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.
• 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 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.

Skills

Leadership experience

Customer experience programs

Omni-channel

Coaching

Communication skills

Problem-solving

Organizational skills

Adaptable/Agile

Bilingual French/English

Education

College degree or equivalent

Tools

AI-enabled tools

Job description

Indigo is seeking a Customer Experience Leader to drive store customer programs and outcomes. You will model high-performance service, coach teams, and help translate omnichannel insights into approachable actions that elevate the Indigo brand in a fast-paced retail environment.

You will lead daily communications, store rallies, and loyalty initiatives while partnering with various teams to ensure a cohesive customer journey from online to in-store experiences.