Customer Experience Leader

Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 200 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.

WHO WE ARE

• We love books and all things beautiful
• We are Canada’s Cultural Department Store
• Books are our heart and our soul and Great Books are JUST the Beginning…

We play by the following rules:

• We exist to add joy to our customers’ lives each and every time they interact with us and our products
• Our job is to create joyful moments for our customers
• We treat each other the way we’d treat a valued friend
• We inspire each other to do our best work
• We seek to ignite creativity and innovation every day
• We give back to the communities in which we operate

You support Store Leadership by cultivating an environment that promotes authentic best-in-class employee and Customer Experiences and are guided by our culture and our mission of adding joy. Your role as a Customer Experience Leader in either a Large Format or Small Format store is one of collaboration, innovation, inspiration, support, and coaching and in doing so, you to help to sustain a high performing culture. You consistently role model the Indigo Beliefs and are a core contributor to the Leadership team.

Key Performance Measurements

• Employee Engagement
• Net Promoter score
• Sales to Plan
• Store Profit

Key Accountabilities

Talent

• Empowers and supports team to make decisions, creating a highly engaged and high performing team
• Supports Leadership Team to train and coach a high-performing Customer Experience Representative Team
• Makes recommendations and keeps Leadership informed regarding Customer Experience Representative Team performance
• Provides input to Leadership Team regarding succession plans
• Unlocks full potential of employees by providing consistent feedback
• Owns self-development and provides continuous feedback to Store Leadership

Experience Required

• 1-2 years of customer service in a retail environment
• Prior experience in a Shift Leading position preferred
• Adaptability, flexibility and a willingness to learn new things and be exposed to all aspects of the store
• Demonstrated commitment to creating an exceptional employee and Customer Experience
• Ability to be mobile on the sales floor for extended periods of time
• Ability to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques
• Availability to work a flexible schedule, including evenings, weekends, early mornings and holidays.