Customer Operations Manager/Gestionnare des activites client

Indigo Books & Music; Pointe-Claire; On-site; CAD 50,000 - 70,000; Full time

Job summary

Une entreprise de vente au détail recherche un Gestionnaire des opérations client pour diriger une équipe, garantir une expérience client optimale et atteindre les objectifs de vente. Le candidat idéal a 2 à 3 ans d'expérience en gestion dans le commerce de détail, est bilingue et peut travailler selon un horaire flexible. Ce poste est basé à Pointe-Claire, Canada et offre l'opportunité de faire partie d'une équipe dynamique.

Benefits

Avantages sociaux

Culture d'entreprise inspirante

Opportunités de développement personnel

Qualifications

• 2-3 ans d’expérience en gestion.
• Capacité à travailler sur le terrain pendant de longues périodes.
• Disponibilité pour un horaire flexible, y compris les soirées et les week-ends.

Responsibilities

• Diriger une équipe pour offrir un service client exceptionnel.
• Assurer l'atteinte des objectifs de vente et de rentabilité.
• Gérer l'expérience client et le fonctionnement du commerce.

Skills

Gestion d'équipe

Service à la clientèle

Bilinguisme (français/anglais)

Pensée stratégique

Capacité à motiver

Education

Diplôme universitaire

Job description

Overview / Aperçu

Company Description

Nous consacrons nos efforts à créer des expériences et à raconter des histoires et nous sommes toujours à la recherche de gens brillants, énergiques et axés sur le service à la clientèle pour nous aider à réaliser notre mission. Nous offrons donc une variété d’occasions intéressantes à des candidats qui partagent notre passion et qui veulent se joindre à une culture dynamique et enrichissante, que ce soit au siège social, dans nos centres de distribution ou dans l’un de nos 170 magasins Indigo, Indigospirit, Chapters et Coles au Canada.

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 170 Indigo, 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 / QUI NOUS SOMMES

• Welove books and all things beautiful / Nous adorons les livres et les belles choses.
• We are Canada’s Cultural Department Store / Nous sommes LE grand magasin culturel au Canada.
• Books are our heart and our soul / Les livres sont le cœur et l’âme de notre quotidien.

We play by the following rules / Nous jouons selon nos propres règles:

• We exist to add joy to our customers’ lives each and every time they interact with us and our products / Notre raison d’être est d’embellir la vie de nos clients grâce aux services et aux produits que nous leur proposons.
• Our job is to create joyful moments for our customers / Notre travail consiste à créer des moments agréables pour nos clients.
• We treat each other the way we’d treat a valued friend / Avec nos collègues, nous tenons à nous comporter de la même façon que nous le faisons avec nos amis chers.
• We inspire each other to do our best work / Nous nous incitons mutuellement à faire de notre mieux.
• We seek to ignite creativity and innovation every day / Nous cherchons constamment à stimuler la créativité et à encourager l’innovation.
• We give back to the communities in which we operate / Nous redonnons aux collectivités dans lesquelles nous œuvrons.

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 / Votre rôle

Operational / Opérationnelles

• 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 ensure technology is leveraged effectively on the 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
• Manage 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 / Personnel

• 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 / Culturelles

• 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 / À PROPOS DE VOUS

• Diplôme universitaire ou expérience de travail équivalente, un atout / University degree or equivalent work experience, an asset
• De 2 à 3 ans d’expérience en gestion dans des magasins spécialisés ou dans un environnement de vente au détail avec plusieurs unités d’affaires / 2-3 years of management experience in specialty retail and/or multi-unit retail
• Capacité de se déplacer dans l’espace de vente durant de longues périodes / Ability to be mobile on the sales floor
• Disponibilité à travailler selon un horaire flexible, y compris les soirs, les fins de semaine et les jours fériés / Availability to work a flexible schedule including evenings, weekends, holidays
• Capacité de soulever des articles moyens et grands, allant jusqu’à 40 lb / Ability to lift up to 40 pounds
• Bilinguisme (anglais-français) requis pour tous les postes au Québec / Bilingual (English/French) required in Quebec

WHO YOU ARE / QUI VOUSÊTES

• 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

Additional Information / Informations complémentaires

At Indigo, we are committed to our communities, our customers, and each other; together we can make a positive impact. We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. We are driven to be an equitable employer, which highly values your diverse backgrounds, experiences, and perspectives. We believe that you, in all your uniqueness, belong at Indigo.We welcome all applicants and encourage applications from individuals who identify as Black, Indigenous, a person of colour, LGBTQ2+ and people with disabilities. Accommodations are available upon request to individuals who self-identify as having a disability or special need. Please contact Human Resources at [e-mail] if you require an accommodation at any time during the recruitment process.

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