Store & Omni-Channel Customer Experience Leader

Indigo-Books-; St. Catharines; On-site; CAD 52,000 - 68,000; Full time

Job summary

Indigo is a physical and digital place dedicated to books, ideas, and a joyful customer experience. The Customer Experience Leader serves as the execution lead for customer programs, shaping a high-performance, customer-focused environment where staff grow, contribute to team success, and bring the Indigo brand to life through meaningful outcomes.

Reporting to the Customer Experience Manager, you will drive store initiatives, coach team members, and partner with leadership to ensure a seamless

Qualifications

• 1-3 years of leadership experience in a specialty retail and/or 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, compliance, and fast-paced execution.
• Proven ability to coach and develop team members.
• Strong organizational and planning skills, with the ability to prioritize and meet deadlines.
• Effective communication and problem-solving skills.
• Adaptable and agile, with the ability to respond to changing priorities and leverage AI-enabled tools.
• Bilingualism (French/English) required for roles based in Quebec.

Responsibilities

• Leads execution of customer experience priorities within the store, leveraging insights to optimize deployment, service, and sales.
• Ensures Indigo Experience and R.E.A.D. customer service model are enacted through coaching and feedback.
• Leads daily communication routines and sales rallies to reinforce priorities and loyalty initiatives.
• Coaches CERs to deliver intuitive recommendations and exceptional service.
• Supports omni-channel execution, including pickups, returns, and related customer interactions.
• Leads programs such as Plum loyalty, Indigo Love of Reading, events, author signings, and social media efforts.
• Uses Voice of the Customer and store observations to identify improvement opportunities.
• Maintains service areas, cash desk processes, and adherence to cash handling policies.
• Partners with Product Operations to align customer experience with merchandising and readiness.
• Provides ongoing coaching to build capability and accountability across the team.
• Ensures a safe, organized work environment and compliance with health and safety policies.

Skills

Leadership

Coaching

Communication

Problem-solving

Organizational skills

Planning

Adaptability

Bilingual

Education

College degree

Job description

Indigo is a physical and digital place dedicated to books, ideas, and a joyful customer experience. The Customer Experience Leader serves as the execution lead for customer programs, shaping a high-performance, customer-focused environment where staff grow, contribute to team success, and bring the Indigo brand to life through meaningful outcomes.

Reporting to the Customer Experience Manager, you will drive store initiatives, coach team members, and partner with leadership to ensure a seamless