Retail CX Leader: Elevate Service & Engagement

Indigo-Books-; St. Catharines; On-site; CAD 52,000 - 73,000; Full time

Job summary

Indigo is hiring a Customer Experience Leader to execute customer programs and drive performance in stores. You will coach teams, ensure high service standards, and bring the Indigo brand to life through engaging experiences and loyalty initiatives.

You will lead daily routines, store operations, cash handling, and omni-channel activities, partnering with product and operations to align customer experience with merchandising and readiness.

Qualifications

• 1-3 years of leadership in a specialty retail and/or multi-unit environment.
• College degree preferred or equivalent combination of education and experience.
• Experience executing customer experience and/or omni-channel programs.
• Strong understanding of retail operations, including cash handling and compliance.

Responsibilities

• Leads execution of customer experience priorities within the store to optimize team deployment and drive sales.
• Coaches and develops CERs to deliver intuitive recommendations and exceptional service experiences.
• Leads daily communications and sales rallies to reinforce priorities and loyalty initiatives.
• Supports omni-channel execution including customer pickups, online returns, and related interactions.
• Partners with Product Operations to align customer experience with merchandising and readiness.
• Ensures safe and organized work environment and compliance with health and safety policies.

Skills

Leadership experience

Customer-focused

Coaching

Communication

Retail operations

Bilingual (French/English)

Education

College degree preferred

Tools

Cash handling

POS systems

Omni-channel tools

Job description

Indigo is hiring a Customer Experience Leader to execute customer programs and drive performance in stores. You will coach teams, ensure high service standards, and bring the Indigo brand to life through engaging experiences and loyalty initiatives.

You will lead daily routines, store operations, cash handling, and omni-channel activities, partnering with product and operations to align customer experience with merchandising and readiness.