Customer Experience Leader

Role overview

Customer experience and sales

• Lead store execution of customer experience priorities, using customer, sales, and omni-channel insights to optimize team deployment, service, engagement, and sales.
• Bring the Indigo Experience and R.E.A.D. service model to life through Sales Generation Leadership, active coaching, and in-the-moment feedback.
• Lead daily communication routines and sales rallies covering business priorities, promotions, loyalty initiatives, customer opportunities, and service expectations.
• Coach and develop Customer Experience Representatives to deliver intuitive recommendations, meaningful interactions, and exceptional service.
• Support customer pickups, Manhattan order management activities, online returns, customer issue resolution, and related omni-channel interactions.
• Lead Plum loyalty, Indigo Love of Reading, CEO Awards, Staff Picks, customer events, author signings, consignment programs, and store social media activities.
• Use customer insights, Voice of the Customer feedback, and in-store observations to improve customer satisfaction and service execution.

Store operations and team support

• Maintain customer service areas, payment desks, and cash office processes in line with cash handling procedures, operational controls, and company standards.
• Support store supplies ordering and other customer-facing operational routines.
• Partner with Product Operations leadership on customer experience, product availability, merchandising execution, and operational readiness.
• Support the Customer Experience Manager by identifying customer-facing opportunities, escalating risks, and contributing to action plans.
• Coach and train the team on customer-focused behaviours; maintain a safe and organized work environment in compliance with health and safety standards.
• Model Indigo's Guiding Principles and foster a positive, collaborative, and accountable team culture.

Qualifications

• 1–3 years of leadership experience in specialty retail and/or a multi-unit environment, including leading teams in a customer-facing setting.
• Experience executing customer experience and/or omni-channel programs and translating direction into actions that drive results.
• Strong retail operations knowledge, including cash handling, compliance, and fast-paced retail execution.
• Ability to coach and develop team members through hands-on training and reinforcement of service, operational, and cash handling standards.
• Strong organization, planning, communication, and problem-solving skills; able to prioritize competing demands and meet deadlines.
• Operational discipline and experience with inventory management, compliance, pricing accuracy, and company standards.
• Able to adapt to changing priorities and use technology, including AI-enabled tools, to improve efficiency and execution.
• Sound judgment, accountability, and a proactive approach to execution and continuous improvement.
• Align with Indigo's values and demonstrate a passion for its mission, operational execution, inventory integrity, product presentation, and team experiences.
• Able to work early mornings, evenings, weekends, and holidays; remain mobile on the sales floor for extended periods; and safely lift items up to 40 lbs.
• Maintain or obtain role-specific certifications, such as First Aid or Joint Health & Safety Committee certifications, in line with provincial and store requirements.
• A college degree is preferred, or an equivalent combination of education and relevant experience. French and English bilingualism is required for roles based in Quebec.

Performance measures

Key relationships