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Added 8 hours ago
A&
Key Lead - CF Masonville Place, Abercrombie & Fitch
Abercrombie & Fitch Co.
London, ON
- Part-time
The Key Lead is responsible for ensuring all customers receive quality in-store experience. They do this by acting as the Floor Supervisor, providing guidance and coaching to Brand Reps and…
Added 12 hours ago
Sales Associate (Peace River Ford)
Go Auto
Peace River, AB
Learn and Grow - We're committed to your growth and development. Our Go Auto University will equip you with the skills and knowledge you need to become a top-performing sales professional.…
Added 14 hours ago
IB
Customer Experience Leader / Responsable de l’expérience en magasin
Indigo Books & Music
Laval, QC
- Full-time
Added 15 hours ago
I
Customer Experience Leader / Responsable de l’expérience en magasin
Indigo
Laval, QC
- $18 to $21.4 CAD / hour
- Full-time
Added 18 hours ago
IB
Customer Experience Leader
Indigo Books & Music
St. Catharines, ON
- Part-time
The Customer Experience Leader is the execution lead of all customer programs and results. This position role models and coaches to create a high-performance, customer-focused environment…
Added 19 hours ago
I
Customer Experience Leader
Indigo
St. Catharines, ON
- Part-time
The Customer Experience Leader is the execution lead of all customer programs and results. This position role models and coaches to create a high-performance, customer-focused environment…
Added 1 day ago
CI
Supervisor (Part Time)
Carters Inc.
Edmonton, AB
- Part-time
…our founding, and we invest in our teams with training and development programs, so we all succeed together. A Carter’s career doesn’t feel like a job. It feels like connections, between…
Added 1 day ago
G
Store Manager- Heartland Town Centre
GEOX
Mississauga, ON
- Full-time
…enhancing the customer experience. If you have a passion for retail and a strong track record of managing high-performing teams, we want to hear from…
Added 1 day ago
Customer Success Manager - Fashion/General Retail, Hospitality
United Services Group
Kingston, ON · Toronto, ON · Oshawa, ON · Pickering, ON
Lead process adoption in Salesforce & customer prescribed communication platforms (e.g., Service Channel).
Added 1 day ago
CC
Account Executive - Small Store
Coca-Cola Canada Bottling Limited
Halifax, NS
- Full-time
As an Account Executive, Small Store, you will play a key role in driving growth within Coke Canada's convenience retail channel by building strong customer relationships, executing…
Added 1 day ago
CG
Art Director
Canada Goose
Toronto, ON
- Full-time
…to final delivery. Reporting to the Director, Brand Creative Lead, they will develop and present concepts, lead on figure and off figure product editorials on set, and see the work through…
Added 1 day ago
RB
Branch Manager Advisor
Royal Bank of Canada
Guysborough, NS
- Full-time
…role. As a local market leader, you are responsible for the retail performance within a Branch focusing on business growth including new client acquisition and enhancing RBC’s ability to…
Added 1 day ago
R
Branch Manager Advisor
RBC
Guysborough, NS
- Full-time
…role. As a local market leader, you are responsible for the retail performance within a Branch focusing on business growth including new client acquisition and enhancing RBC’s ability to…
Added 1 day ago
CC
Senior Copywriter
Cheil Canada
Mississauga, ON
- $70,000 to $80,000 CAD / year
- Contract
Lead copy development across integrated marketing campaigns, digital and social platforms, e-commerce, CRM, retail, and branded content.
Added 1 day ago
CF
Operations Manager
Cheetah Factory Racing
Pemberton Meadows, BC
- Full-time
Manage and mentor a team of three, owning day-to-day workflow, performance and development while building a culture of accountability and continuous improvement. Building the team as the…
Added 1 day ago
P
Head of Sales
Pergolux
Remote, Canada
- $130,000 to $160,000 CAD / year
- Full-time
- Remote
…channels. Based at our Canadian office in Burnaby, BC, you will lead a high-performing sales team while designing and scaling an integrated, multi-channel sales engine for the US…
Added 1 day ago
Lead, Integrated Campaigns and Activations
OCS Ontario Cannabis Store
Toronto, ON
Reporting to the Manager, Corporate Communications , the Lead, Integrated Campaigns and Activation is responsible for planning, leading and evaluating integrated, multi-channel campaigns…
Added 1 day ago
SF
Key Account Manager, Ontario & Southern/Central Region
Shearer's Foods
Mississauga, ON
- Full-time
Project Pipeline Management: Collaboratively lead complex, long-cycle RFPs (Requests for Proposals) and new product projects from concept development through to regulatory approval and…
Added 1 day ago
SF
Key Account Manager, Quebec & Eastern Region
Shearer's Foods
Mississauga, ON
- Full-time
Project Pipeline Management: Collaboratively lead complex, long-cycle RFPs (Requests for Proposals) and new product projects from concept development through to regulatory approval and…
Added 1 day ago
M
AVP Head of Partner and Direct Sales Channel
Manulife
Ottawa, ON · Toronto, ON · Montreal, QC
- Full-time
You will lead the segment leaders who own relationships with major partners across Financial Institutions, Retail, Alumni, Professional, and Special Interest segments. With accountability…
Added 1 day ago
R
Flagship Store Manager - Carrefour Laval
RW&CO
Laval, QC
- Full-time
Recruitment & Development: Attract top talent, plan succession, and build a high-performing team through training and performance management.
Added 1 day ago
AG
Inside Sales & Channel Development Representative
Ascend Group
Mississauga, ON
- Full-time
…each week, you will be in the field, building a new customer channel for ventilation products. You will own both the day-to-day service of trade customers and the launch of a new product…
Added 1 day ago
B
Global Social Lead, Can-Am Off-Road
BRP
Montreal, QC · Greater Montreal Metropolitan Area
- Full-time
Reporting to the Global Brand Manager (Content and Strategy) for Can-Am Off-Road, you will lead the development and execution of Can-Am Off-Road’s global social media strategy. This role is…
Added 1 day ago
MS
Assistant Store Manager
Michaels Stores
Port Coquitlam, BC
- Full-time
Lead and manage merchandise operations to include omni channel
Added 1 day ago
E
Integrated Marketing Director (Toronto)
Everist
Toronto, ON
- Full-time
Lead integrated campaign development from concept through launch, managing timelines, partners, and deliverables.

Closed listing

Indigo Books & Music

Customer Experience Leader

32900 South Fraser Way, Abbotsford, BC, V2S 5A1, Canada

$18.85 to $23.55 CAD / hour · Part-time

This opening has closed.

The original listing is kept below for reference.

Find open jobs More jobs with this employer

About employer

Job details

Pay: $18.85 to $23.55 CAD / hour
Job type: Part-time
Experience: 1-3 years of leadership experience in a specialty retail and/or multi-unit environment, with experience leading teams in a customer-facing environment
Posting language: English
Posted: Sep 23, 2026

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Original job description

Archived listing. The details below describe a past opening.

Company Description

WHO WE ARE

Indigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. We believe in real books, living life fully and generously, being kind to each other and to the environment, and that stories – big and little – connect us. Indigo is our customer’s happy place – for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place.

OUR GUIDING PRINCIPLES

Our Mission is to inspire reading and enrich the lives of booklovers. As such, we believe in the power of people and their stories. We aim to attract top talent, nurture the potential of our employees, and create space for everyone to thrive. Our Guiding Principles are the few key ideas that are meant to influence everything we do, every day.

We Will Hire, Inspire, Promote and Retain the Best – A’s Hire A’s.
We Will be Customer Centric.
We Will Be Data Driven – System Thinking – Entrepreneurial.
We are Committed to True and Shared Value Creation.
We Will be Human-Centered and AI Enabled.
We are Committed to Caring About Each Other, Our Communities, Our Environment.

Job Description

The Customer Experience Leader is the execution lead of all customer programs and results. This position role models and coaches to create a high-performance, customer-focused environment where employees build their capabilities, contribute to team success, and bring the Indigo brand to life through meaningful business outcomes.

KEY PERFORMANCE METRICS

Net Promoter Score (NPS)
Net sales and profitability
Loyalty (plum and email acquisition)
Promotional execution
Store engagement score

KEY RESPONSIBILITIES – what the work is

Leads execution of customer experience priorities within the store, leveraging customer, sales, and omni-channel insights to optimize team deployment, deliver exceptional service, and drive customer engagement and sales performance.
Ensures the Indigo Experience and R.E.A.D. customer service model are consistently brought to life through strong Sales Generation Leadership (SGL) practices, including active coaching and in-the-moment feedback that reinforce service behaviours and customer engagement.
Leads daily communication routines and sales rallies that reinforce business priorities, promotional activities, loyalty initiatives, customer opportunities, and service expectations.
Coaches and develops CERs to deliver intuitive recommendations, meaningful customer interactions, and exceptional service experiences that build customer loyalty and engagement.
Supports omni-channel execution, including customer pickups, Manhattan order management activities, online returns, customer issue resolution, and related customer interactions, ensuring a seamless and consistent customer experience.
Leads execution of customer-facing programs and initiatives, including Plum loyalty acquisition and engagement, Indigo Love of Reading, CEO Awards, Staff Picks, customer events, author signings, consignment programs, and store social media activities.
Leverages customer insights, Voice of the Customer feedback, and in-store observations to identify opportunities and support improvements to customer satisfaction and overall service execution.
Maintains customer service areas, payment desks, and cash office processes, ensuring compliance with cash handling procedures, operational controls, and company standards.
Supports store supplies ordering and other customer-facing operational routines to ensure teams have the resources needed to deliver a consistent customer experience.
Partners with Product Operations leadership to ensure alignment between customer experience, product availability, merchandising execution, and operational readiness.
Supports the Customer Experience Manager in delivering store objectives by identifying customer-facing opportunities, escalating risks, and contributing to action plans that improve execution and results.
Provides ongoing coaching and training on customer focused behaviours, building capability and accountability across the team.
Ensures a safe and organized work environment, maintaining compliance with all health and safety policies, procedures, and standards.
Models and embeds Indigo's Guiding Principles and values, fostering a positive, collaborative, and accountable team culture.

Reports to: Customer Experience Manager

Manager once Removed (MOR): General Manager

KEY RELATIONSHIPS

Internal:

Store employees
Store leadership team
Online Customer Service team
Indigo Love of Reading team

External:

Customers
Consignment authors/agents and event vendors
Adopt-a-School partners

Qualifications

1-3 years of leadership experience in a specialty retail and/or multi-unit environment, with experience leading teams in a customer-facing environment
College degree preferred or equivalent combination of education and relevant experience
Demonstrated experience executing customer experience and/or omni-channel programs, translating direction into clear actions that drive results
Strong understanding of retail operations, including experience with cash handling, compliance, and execution in a fast-paced retail environment
Proven ability to coach and develop team members, building capability through hands-on training and reinforcement of customer experience, operational and cash handling standards
Strong organizational and planning skills, with the ability to prioritize competing priorities, meet deadlines, and execute effectively in a fast-paced environment
Effective communication and problem-solving skills, with the ability to identify issues, prioritize actions, and support store objectives
Demonstrated operational discipline, including experience with inventory management, compliance, pricing accuracy, and execution of company standards
Adaptable and agile, with the ability to respond to changing priorities and leverage technology (including AI-enabled tools) to improve efficiency and execution
Maintains/obtains required role-specific certifications (e.g., First Aid, Joint Health & Safety Committee) in alignment with provincial and store requirements
Demonstrates sound judgment, accountability, and a proactive approach to execution and continuous improvement
Full alignment with Indigo's values as reflected in the Guiding Principles
A passion for Indigo's mission and delivering exceptional operational execution, inventory integrity, product presentation, and team experiences
Ability to work a flexible schedule, including early mornings, evenings, weekends, and holidays
Ability to be mobile on the sales floor for extended periods and safely lift medium to large items (up to 40 lbs) using appropriate equipment and techniques
Bilingualism (French/English) required for roles based in Quebec

Additional Information

Our ideal candidate is flexible to work at both our Coles Sevenoaks location in Abbotsford AND our Coles Cottonwood location in Chilliwack. This is a unique opportunity to work with two very strong team in two locations, allowing for more shifts per week.

Indigo uses artificial intelligence (AI) tools to assist with certain aspects of the hiring process, such as screening and assessments. These tools support our team but do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination.

At Indigo, Diversity, Equity, Inclusion, and Accessibility are core to our values. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Colour), members of the 2SLGBTQIA+ community, and persons with disabilities. If you require an accommodation during the recruitment process, please contact Human Resources at [email protected].

We respect your privacy throughout the recruitment process. Our Candidate Privacy Notice explains how we collect, use, and protect your personal information when you apply for a role with Indigo, and the choices available to you.

This posting is for a current opportunity within Indigo.

Employee Type: Permanent

Full-Time/Part-Time: Part-Time

Compensation: CAD 18.85 - CAD 23.55 - hourly

About employer

More about this job

Responsibilities

The Customer Experience Leader manages daily customer programs, sales performance, and team coaching to ensure a high-quality service environment. They are responsible for executing omni-channel initiatives, maintaining operational standards, and driving loyalty through effective leadership and staff development.

Requirements

Candidates must have 1-3 years of leadership experience in a specialty retail or multi-unit environment. A college degree is preferred, along with strong operational discipline and the ability to work a flexible schedule including weekends and holidays.

Skills

Customer Experience
Sales Leadership
Coaching
Team Development
Retail Operations
Cash Handling
Inventory Management
Omni-channel Execution
Problem Solving
Communication
Data Analysis
Customer Loyalty
Merchandising
Health And Safety Compliance
Strategic Planning

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Retail
Sales Generation
NPS
Plum Loyalty
Omni-channel
Manhattan Order Management
Coaching
Team Leadership
Inventory Integrity
Cash Handling
Operational Compliance
Customer Service Model
AI-enabled Tools
Store Engagement
Merchandising
Health And Safety
Performance Metrics
Staff Development
Retail Operations

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