Head of Customer Experience & Engagement

Indigo; Toronto; On-site; CAD 55,000 - 75,000; Full time

Job summary

Indigo is seeking a Customer Experience Leader to drive in-store customer programs and outcomes. You will model high performance, coach teams, and bring the Indigo brand to life through exceptional service and engagement across store initiatives.

You will lead omnichannel activities, loyalty programs, events, and safety/compliance while partnering with store leadership to deliver consistent customer experiences and measurable results.

Qualifications

• 1-3 years of leadership in a specialty retail with customer-facing teams.
• College degree preferred or equivalent combination of education and relevant experience.
• Experience executing customer experience and/or omni-channel programs, translating direction into actions that drive results.
• Strong understanding of retail operations, including cash handling, compliance, in a fast-paced retail environment.
• Proven ability to coach and develop team members through hands-on training and reinforcement.
• Strong organizational and planning skills, with ability to prioritize and meet deadlines.
• Effective communication and problem-solving skills to support store objectives.
• Demonstrated operational discipline, including inventory management, compliance, pricing accuracy, and execution of standards.
• Adaptable and agile, with ability to leverage AI-enabled tools to improve efficiency.
• Bilingualism (French/English) required for roles based in Quebec

Responsibilities

• Leads execution of customer experience priorities within the store, leveraging insights to optimize deployment, service and sales performance.
• Ensures the Indigo Experience and R.E.A.D. customer service model are brought to life through coaching and feedback.
• Leads daily communication routines and sales rallies reinforcing priorities and loyalty initiatives.
• Coaches CERs to deliver intuitive recommendations and exceptional service experiences.
• Supports omni-channel execution including pickups, returns, and customer issue resolution.
• Leads execution of programs like Plum loyalty, Indigo Love of Reading, staff events and store social media.
• Leverages customer insights and feedback to identify opportunities for improvements.
• Maintains customer service areas, payment desks, and cash office processes with compliance.
• Supports store supplies ordering and other routines to ensure resources for consistent CX.
• Partners with Product Operations to align CX, product availability and merchandising readiness.
• Delivers store objectives by identifying opportunities, escalating risks, and contributing to action plans.
• Provides ongoing coaching and training on customer-focused behaviours.
• Ensures a safe and organized work environment under health and safety policies.
• Embeds Indigo Guiding Principles and values within the team culture.

Skills

Leadership experience

Customer-facing

Communication skills

Problem solving

Organizational skills

Adaptable and agile

Bilingual French/English

Education

College degree preferred

Tools

AI-enabled tools

Job description

Indigo is seeking a Customer Experience Leader to drive in-store customer programs and outcomes. You will model high performance, coach teams, and bring the Indigo brand to life through exceptional service and engagement across store initiatives.

You will lead omnichannel activities, loyalty programs, events, and safety/compliance while partnering with store leadership to deliver consistent customer experiences and measurable results.