Omni-Channel CX Leader & Coach

Indigo-Books-; Milton; On-site; CAD 26,000 - 32,000; Full time

Job summary

Indigo is seeking a Customer Experience Leader in Milton to execute customer programs, coach teammates, and bring the Indigo brand to life through meaningful business outcomes.

You will lead customer experience priorities, coach CERs, and support omni-channel execution including pickups, returns, and in-store events, ensuring a seamless customer journey and strong engagement across channels.

Qualifications

• 5+ years of leadership experience in a specialty retail and/or multi-unit environment, with experience leading teams in a customer-facing 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

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

Customer service

Coaching

Communication

Education

College degree preferred or equivalent

Tools

POS systems

Job description

Indigo is seeking a Customer Experience Leader in Milton to execute customer programs, coach teammates, and bring the Indigo brand to life through meaningful business outcomes.

You will lead customer experience priorities, coach CERs, and support omni-channel execution including pickups, returns, and in-store events, ensuring a seamless customer journey and strong engagement across channels.