Omni-Channel Experience Leader

Indigobooksmusic; Regina; On-site; CAD 65,000 - 85,000; Full time

Job summary

Indigo is seeking a Customer Experience Leader to drive frontline customer programs and results in store operations. You will model and coach a high-performance, customer-focused environment where employees build capabilities and contribute to team success, bringing Indigo's brand to life through meaningful outcomes.

You will lead the Indigo Experience and REA D service model, coach CERs, and oversee loyalty initiatives, events, and omnichannel activities to ensure a seamless customer journey

Qualifications

• Leadership experience in a specialty retail/multi-unit environment.
• College degree preferred or equivalent combination of education and relevant experience.
• 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.
• Strong organizational and planning skills.
• Effective communication and problem-solving skills.
• Operational discipline including inventory management and pricing accuracy.
• Adaptable and agile; able to leverage technology to improve execution.
• Maintains role-specific certifications (e.g., First Aid, JHSC) in line with requirements.

Responsibilities

• Leads execution of customer experience priorities within the store; leverages insights to optimize deployment, service, and engagement.
• Ensures Indigo Experience and REA D customer service model are brought to life through coaching and feedback.
• Leads daily communication routines and sales rallies reinforcing priorities, promotions, loyalty, and service expectations.
• Coaches and develops CERs to deliver intuitive recommendations and exceptional service experiences.
• Supports omni-channel execution including pickups, online returns, and issue resolution for a seamless experience.
• Leads programs such as Plum loyalty, Indigo Love of Reading, staff events, and author signings.
• Uses customer insights and feedback to identify opportunities and drive improvements in satisfaction and execution.
• Maintains store service areas, payment desks, and cash office processes per standards.
• Supports supplies ordering and other routines to ensure resources for a consistent experience.
• Partners with Product Operations to align CX with product availability and merchandising readiness.
• Supports Customer Experience Manager by identifying opportunities and contributing to action plans.
• Provides ongoing coaching on customer-focused behaviours to build capability and accountability.
• Ensures a safe, organized work environment and compliance with health and safety policies.
• Models Indigo's Guiding Principles and fosters a positive, collaborative culture.

Skills

Leadership

Coaching

Customer service

Communication

Problem solving

Organizational skills

Adaptability

Cash handling

Store operations

Education

College degree preferred or equivalent

Job description

Indigo is seeking a Customer Experience Leader to drive frontline customer programs and results in store operations. You will model and coach a high-performance, customer-focused environment where employees build capabilities and contribute to team success, bringing Indigo's brand to life through meaningful outcomes.

You will lead the Indigo Experience and REA D service model, coach CERs, and oversee loyalty initiatives, events, and omnichannel activities to ensure a seamless customer journey