Store Experience Leader & Coach

Indigobooksmusic; Toronto; On-site; CAD 70,000 - 95,000; Full time

Job summary

Indigo is seeking a Customer Experience Leader to drive store-level programs and results. This role models high-performance service, coaches CERs, and leads omni-channel efforts to deliver an exceptional Indigo experience and strong loyalty, while maintaining store operations and safety standards.

You will coach teams, align customer-centric initiatives with promotions and events, and collaborate with leadership to meet store objectives in a fast-paced retail environment.

Qualifications

• 1-3 years of leadership experience in a specialty retail and/or multi-unit environment.
• Experience leading customer-facing teams.
• Experience executing customer experience and/or omni-channel programs.
• Strong understanding of retail operations, including cash handling and compliance.
• Adaptable and agile, with technology usage (AI-enabled tools) to improve execution.

Responsibilities

• Leads execution of customer experience priorities within the store, leveraging customer and sales insights to optimize team deployment and drive engagement and sales.
• Coaches and develops CERs to deliver intuitive recommendations and exceptional service experiences that build loyalty.
• Leads daily communication routines and sales rallies reinforcing business priorities, promotions, loyalty, and service expectations.
• Supports omni-channel execution, including customer pickups, order management, returns, and related interactions, ensuring a seamless customer experience.
• Leverages customer insights and feedback to identify opportunities and improvements to satisfaction and service execution.
• Maintains customer service areas and cash handling procedures in line with company standards.
• Partners with Store Leadership to align customer experience with product availability and merchandising.

Skills

Leadership

Coaching

Customer experience

Omni-channel

Communication

Education

College degree

Tools

AI-enabled tools

Job description

Indigo is seeking a Customer Experience Leader to drive store-level programs and results. This role models high-performance service, coaches CERs, and leads omni-channel efforts to deliver an exceptional Indigo experience and strong loyalty, while maintaining store operations and safety standards.

You will coach teams, align customer-centric initiatives with promotions and events, and collaborate with leadership to meet store objectives in a fast-paced retail environment.