Customer Operations Manager

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

Job summary

A prominent Canadian bookstore chain is seeking a Customer Operations Manager in Kamloops to lead the store's customer experience and omni sales results. The ideal candidate will drive customer service excellence, manage a team, and ensure a frictionless shopping experience. With responsibilities including team motivation and strategic sales management, this role requires 2-3 years of retail management experience and strong leadership skills.

Qualifications

• 2-3 years of management experience in specialty retail.
• Ability to work flexible hours, including evenings and weekends.
• Strong communication skills, with bilingualism preferred in Quebec.

Responsibilities

• Manage customer service and omni sales results.
• Lead and motivate a team for superior customer interactions.
• Analyze sales performance and adjust action plans accordingly.
• Ensure compliance with health and safety policies.

Skills

Customer service excellence

Team management

Sales analysis

Inventory management

Education

College degree or equivalent job experience

Job description

Company Description

Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 170Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.

WHO WE ARE

• Welove books and all things beautiful
• We are Canada’s Cultural Department Store
• Books are our heart and our souland GreatBooks are JUST the Beginning…

We playby the following rules :

We exist to add joy to our customers’ lives each and every time they interact with us and our products

Our job is to create joyful moments for our customers

We treat each other the way we’d treat a valued friend

We inspire each other to do our best work

We seek to ignite creativity and innovation every day

We give back to the communities in which we operate

Job Description

The Customer Operations Manager is responsible for the customer experience and the store’s omni sales results. They lead a team to master Indigo’s service model and to suggest and sell Indigo’s products, promotions, and programs to our customers. They are responsible for the store’s omni-businesses, ensuring our customers have a frictionless shopping experience by identifying areas to improve and addressing gaps in store performance. They help create an environment and store culture that promotes employee engagement, growth, and development.

WHAT YOU'LL DO : Functional

Manage and motivate the team to provide excellent customer service and intuitive recommendations to our customers regarding Indigo’s products, promotions, and programs

Ensure strategic priorities, sales goals, and profitability targets are met by assessing and analyzing sales performance and key process scorecard data; create action plans to address gaps

Act as an advocate for the customer by placing them at the forefront of all decision-making processes

Lead omni-sales programs and ensures technology is leveraged effectively on sales floor to drive efficiency and encourage customers to shop their way

Embrace and champion technology that creates high tech and high touch solutions for Indigo’s customers

Lead execution of national events and store-level initiated author and kids events

Manages store-level customer initiatives : social media channels, local assortment and consignment, and Indigo Love of Reading drives

Partner on regular visual merchandising assessments; provide product, customer experience, and sales insight

Lead inventory management processes and returns

Open and close the store and responsible to manage the sales floor

Ensure health and safety of employees and customers is top priority and that store complies with all provincial health and safety policies and procedures

People

Build strong teams by attracting and developing the best talent

Bring out the best in others, empower and constructively stretch talent

Give authentic feedback on performance and potential

Ensure all team members understand where they stand and have clear performance objectives aligned with Indigo and team goals

Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself

Help others see the impacts of their efforts and proactively engage others to get input

Encourage others to freely share their point of view and be open to feedback

Responsible for the overall engagement, productivity, turnover, and bench strength of the team

Cultural

Model Indigo’s beliefs and convey a positive image in everything you do

Celebrate diversity of thought and have an open mindset

Take an active role in fostering a culture of continual learning, and taking risks without the fear of making mistakes

Embrace, champion, and influence change through your team and / or the organization

Qualifications

WHO YOU ARE :

College degree preferred or equivalent job experience

2-3 years of management experience in specialty retail and / or multi-unit retail business environment

Ability to be mobile on the sales floor for extended periods of time

Availability to work a flexible schedule, including evenings, weekends, and holidays

Ability to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques

Bilingualism (French / English) is required for all positions in Quebec