Retail Operations Specialist

Indigo Books & Music; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

Indigo Books & Music seeks a Specialist for Retail Technology to enhance operational excellence in retail systems. You'll play a pivotal role in driving a customer-centric culture and supporting various technology functions to improve in-store experiences, boosting profitability and customer satisfaction. A successful candidate will have a strong operational background, solid retail experience, and excellent communication skills.

Benefits

Diversity and inclusion initiatives

Community impact opportunities

Qualifications

• Strong operational background and thorough understanding of retail Point-of-Sale systems.
• Experience with buy online pickup in store processes.
• Excellent written and verbal communications with a customer-centric approach.

Responsibilities

• Support the customer-centric culture and drive key Retail Operations functions.
• Ensure successful rollout of key projects and troubleshoot as necessary.
• Advocate for customers in decision-making processes.

Skills

Communication

Analytical

Problem Solving

Time Management

Teamwork

Education

Minimum 2 years retail experience

Tools

Point-of-Sale systems

Excel

PowerPoint

Job description

The Specialist for Retail Technology Retail Operations is accountable for supporting Indigos strategic objectives by driving operational excellence in their area of subject matter expertise : retail technology and systems. Deliverables include but are not limited to training and communication system implementation and administration and process design. By creating a strong operational foundation the Specialist Retail Operations will allow stores to achieve and exceed productivity targets freeing up more time to execute customer experience strategy growing store profitability while increasing customer satisfaction.

KEY PERFORMANCE METRICS

• Completion of projects / tasks within a specified timeframe scope and budget
• Internal audit accuracy
• Retail labour and expense budgets
• Net Promoter Score Customer Satisfaction

KEY ACCOUNTABILITIES

Functional

• Support the drive for a customercentric culture within stores and the home office by consistently modelling customercentric behaviour
• Contribute to the following Retail Operations functions communications and projects associated with the following systems and processes :

Store Pickup and omnichannel business and related technology

• PointofSale / Mobile PointofSale (including project work auditing and storefacing documentation)
• Store technology support (including Mobile Tasking Retail Applications and Kiosk)
• Store ticketing
• Quality assurance testing
• Seek out and communicate continuous improvement opportunities in all operational functions within the area of responsibility.
• Drive all Retail Operations functions and communications with the strategic support of the Director and Vice President regarding key crossfunctional Retail Operations and eCommerce projects.
• Ensure the successful rollout of key projects troubleshooting and executing process redesign as needed to improve workflow and the internal / external customer experience.
• Provide bestinclass support to internal and external customers supporting the field through meeting the Indigo Help Service Level Agreement.
• Develop and implement sustainment plans to ensure the longterm success of key strategic projects.
• Act as an advocate for the customer by placing them at the forefront of all design and decisionmaking processes.
• Proactively identify and anticipate customer expectations and needs
• Embrace and seek out technology that creates hightech and hightouch solutions for Indigos customers
• Challenge the status quo and consistently identify areas for improvement diagnose issues and work to resolve them

People

• Collaborate with others to drive flexible and iterative solutions quickly and easily
• 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 other functions to get input
• Encourage others to freely share their point of view and be open to feedback

Cultural

• Model Indigos beliefs and convey a positive image in everything you do
• Celebrate the diversity of thought and have an open mindset
• Take an active role in fostering a culture of continual learning taking risks without the fear of making mistakes
• Embrace champion and influence change through your team and / or the organization

SCOPE

Reports to : Director Retail Operations & Profitability

KEY RELATIONSHIPS

Internal :

• Retail Experience & Communications
• Field Retail teams and leadership
• Service Desk
• Online Operations
• Finance

External :

• Vendors and Suppliers

Qualifications :

Work Experience / Education / Certifications

• Minimum 2 years retail experience
• Strong operational background
• Thorough understanding of at least one retail PointofSale system
• Extensive handson experience with buy online pickup instore processes
• Advanced knowledge of Excel and PowerPoint
• Strong written and verbal communications skills with a customer centric approach
• Analytical and problemsolving skills
• Excellent time management skills and ability to adjust priorities as directed
• Creative enthusiastic flexible adapts to change
• Strong team player able to collaborate effectively with crossfunctional teams to achieve organizational goals
• Knowledge of Quality Assurance / User Acceptance Testing methodologies and practices an asset

Additional Information :

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 selfidentify as having a disability or special need. Please contact Human Resources at if you require an accommodation at any time during the recruitment process.

WELCOME HOME

Remote Work : Employment Type :

Key Skills

Financial Services,Information Technology,Cost Control,Corporate Risk Management,Law

Department / Functional Area : Customer Service

Experience : years

Vacancy : 1

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