Customer Experience Leader – Omni‑Channel Engagement

Indigo-Books-; Courtenay; On-site; CAD 25,000 - 30,000; Full time

Job summary

Indigo is seeking a Customer Experience Leader to orchestrate all customer programs and drive high-performance service standards in our store. You will coach teams to deliver Indigo’s customer-first experience, leveraging omni-channel insights to boost engagement and sales.

Key responsibilities include leading daily routines, coaching staff on service behaviours, managing loyalty initiatives, and ensuring compliance with cash handling and safety policies while supporting store objectives.

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.
• Strong understanding of retail operations, including cash handling and compliance.
• Proven ability to coach and develop team members, building capability through hands-on training.
• Strong organizational and planning skills to prioritize and execute quickly.
• Effective communication and problem-solving skills to support store objectives.
• Demonstrated operational discipline, including inventory management and pricing accuracy.
• Adaptable and able to leverage AI-enabled tools to improve efficiency.
• Willingness to obtain role-specific certifications as needed.
• Demonstrates judgment, accountability, and proactive execution.
• Fully aligned with Indigo's values and mission.
• Flexibility to work early mornings, evenings, weekends, and holidays.

Responsibilities

• Leads execution of customer experience priorities within the store using insights to optimise deployment, service, and engagement.
• Coaches and develops team members to deliver intuitive recommendations and exceptional service.
• Leads daily communications and sales rallies aligning with business priorities and loyalty initiatives.
• Supports omni‑channel execution including curbside, online returns, and issue resolution for a seamless experience.
• Drives Plum loyalty acquisition and engagement, author signings, events, and social media activities.
• Identifies opportunities from customer insights and feedback to improve satisfaction and service quality.
• Maintains cash handling, payment desks, and store compliance with policies.
• Partners with Product Operations to align customer experience with product availability and merchandising.

Skills

Leadership experience

Customer experience

Communication skills

Bilingual (French/English)

Education

College degree preferred

Job description

Indigo is seeking a Customer Experience Leader to orchestrate all customer programs and drive high-performance service standards in our store. You will coach teams to deliver Indigo’s customer-first experience, leveraging omni-channel insights to boost engagement and sales.

Key responsibilities include leading daily routines, coaching staff on service behaviours, managing loyalty initiatives, and ensuring compliance with cash handling and safety policies while supporting store objectives.