Customer Experience Manager
Role Overview
Indigo sells books and lifestyle products through physical and digital channels and describes its mission as inspiring reading and enriching the lives of booklovers.
The Customer Experience Manager leads store customer experience, omni-sales results, service-model execution, and team development.
Key Skills for This Role
Full Job Posting
Company and role
Indigo sells books and lifestyle products through physical and digital channels and describes its mission as inspiring reading and enriching the lives of booklovers.
The Customer Experience Manager leads store customer experience, omni-sales results, service-model execution, and team development.
Functional responsibilities
- Manage and motivate the team to provide excellent service and recommendations about Indigo products, promotions, and programs.
- Meet strategic priorities, sales goals, and profitability targets by assessing sales and process scorecard data and creating action plans to address gaps.
- Advocate for customers in decision-making and lead omni-sales programs, using technology to improve efficiency and offer flexible shopping options.
- Lead national events and store-level author and children's events.
- Manage store-level customer initiatives, including social media channels, local assortment and consignment, and Indigo Love of Reading drives.
- Partner on visual merchandising assessments and provide product, customer experience, and sales insights.
- Open and close the store, manage the sales floor, and ensure health and safety compliance.
People and culture
- Attract, develop, and engage team members; empower staff, provide feedback, and ensure clear performance objectives.
- Manage overall team engagement, productivity, turnover, and bench strength.
- Model company beliefs, support diversity and continual learning, encourage feedback, and champion change.
Qualifications and availability
- 2–3 years of management experience in specialty retail and/or a multi-unit retail business environment.
- College degree preferred or equivalent job experience.
- Able to remain mobile on the sales floor for extended periods and lift items up to 40 pounds using appropriate equipment and safety techniques.
- Available to work flexible hours, including evenings, weekends, and holidays.
- French and English bilingualism is required for positions in Quebec; the listed location is Calgary.
Hiring information
The posting is for a current opportunity within Indigo.
Indigo says it uses AI tools for some hiring screening and assessments, with human judgment retained and regular reviews for bias and discrimination.
Indigo states that diversity, equity, inclusion, and accessibility are core values and welcomes applicants from varied backgrounds.
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