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Added 29 mins ago
SA
Director of Restaurant Operations
SSP America
Richmond, BC
- Full-time
SSP America is seeking an accomplished Director of Operations to lead a complex, multi-brand food and beverage operation at Bradley International Airport (BDL).
Added 29 mins ago
S
Produce - Clerk Produce
Sobeys
Toronto, ON
- Full-time
Any other duties as assigned by the Store Manager
Added 29 mins ago
SB
Bar Team Member
Splitsville Bowl
Hamilton, ON
- Part-time
Maintain record of daily operations as required with communication book and checklists.
Added 30 mins ago
AE
Aerie - Selling Team Leader (Assistant Manager)
American Eagle Outfitters
Calgary, AB
- Full-time
…and implementing the business strategy and leading the daily operations of the store. Your passion lies in training and coaching your team into high-performing sellers who consistently…
Added 30 mins ago
AE
Aerie - Merchandising Team Leader (Assistant Manager)
American Eagle Outfitters
Rocky View No 44, AB · Rocky View County, AB
- Full-time
Added 30 mins ago
AE
Aerie - Merchandising Team Leader (Assistant Manager)
American Eagle Outfitters
AB · Edmonton, AB
- Full-time
Added 44 mins ago
SD
Beauty Manager, Hourly Full Time Flexible Shifts
Shoppers Drug Mart
Toronto, ON
- Full-time
Prepares performance appraisals in association with Front Store Manager
Added 44 mins ago
SD
Beauty Manager, Hourly Part Time Day
Shoppers Drug Mart
Toronto, ON
- Part-time
Prepares performance appraisals in association with Front Store Manager
Added 59 mins ago
DB
Part Time Bridal Sales
David's Bridal
Winnipeg, MB
- $16 to $22.32 CAD / hour
- Part-time
…Process, and performing duties related to the presentation and operations of the store. S/he reports to the Store Manager in partnership with the Sales Manager. Bridal Stylists are brand…
Added 1 hour ago
AE
AE - Merchandising Team Leader (Assistant Manager)
American Eagle Outfitters
Edmonton, AB
- Full-time
Added 1 hour ago
AE
Offline - Merchandising Team Leader (Assistant Manager)
American Eagle Outfitters
Edmonton, AB
- Full-time
Added 1 hour ago
AE
AE - Selling Team Leader (Assistant Manager)
American Eagle Outfitters
Edmonton, AB
- Full-time
…and implementing the business strategy and leading the daily operations of the store. Your passion lies in training and coaching your team into high-performing sellers who consistently…
Added 1 hour ago
TH
Floor Supervisor - Full-Time
Tommy Hilfiger
London, ON
- Full-time
…our iconic brand, all under the guidance of our amazing Store Manager. As a Floor Supervisor, you will take on a leadership role by driving daily sales goals and supporting the creation of…
Added 1 hour ago
PC
Floor Supervisor - Full-Time
PVH Corp.
London, ON
- Full-time
…our iconic brand, all under the guidance of our amazing Store Manager. As a Floor Supervisor, you will take on a leadership role by driving daily sales goals and supporting the creation of…
Added 1 hour ago
TA
SALES LEAD - PART TIME - CALL IT SPRING
The Aldo Group Inc / Le Groupe Aldo Inc.
Ottawa, ON
- Part-time
Reporting to the Store Manager, the Part-Time Sales Lead plays a key role in driving results and supporting the team. You lead by example by helping hit sales targets, coaching associates,…
Added 2 hours ago
FL
Assistant Manager
Foot Locker
Toronto, ON
- Full-time
…protection, and training? Additionally, in the absence of your store manager, you would assume all managerial…
Added 2 hours ago
FL
Gérant de magasin / Store Manager
Foot Locker
Montreal, QC
- Full-time
…and they want to work hard for you. Reporting to the District Manager, you will be accountable to lead, coach and develop all team members to provide a great in-store Customer experience,…
Added 2 hours ago
C
Information Technology Operations Manager
Cardata
Canada
- $80,000 to $120,000 CAD / year
- Full-time
As the IT Operations Manager you will be the go-to person for all things about our IT Operations at Cardata.
Added 2 hours ago
CB
Baker - Full-Time with Benefits- Stratford Mall
COBS Bread
Stratford, ON
- Full-time
Career advancement opportunities - abound. Where do you see yourself? Your franchisee/manager has a vested interest in helping you craft your career.
Added 3 hours ago
UO
Accounting Specialist, Accounting Operations
University of Calgary
Calgary, AB
- Full-time
Reporting to the Manager, Accounting Operations, this position provides financial operations accounting advice, support to end-users with their requests predominately related to salary…
Added 8 hours ago
G
General Manager in Training
Groundworks
Burlington, ON
- Full-time
You'll gain hands-on experience across sales, operations, and production while learning the Groundworks culture, business model, and leadership principles. Upon completion, you'll be placed…
Added 9 hours ago
T
PIA Client Service Associate
TD
Markham, ON
- Full-time
Knowledge of wealth management and/or operations is an asset
Added 9 hours ago
LC
Apparel Department Manager Part Time Day
Loblaw Companies Limited
Embrun, ON
- Part-time
We’re looking for Talented Passionate Leaders with a proven record of delighting customers and growing sales. As a Manager in, you will have an immediate impact on sales and customer…
Added 9 hours ago
LM
Department Manager
La Maison Simons
BC · Park Royal South
- Full-time
Join The Simons Team as a Department Manager!
Added 10 hours ago
SM
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Communicates issues and concerns to the Manager.

Indigo Books & Music

Customer Experience Leader

1180 Steeles Avenue East, Milton, ON, L9T 6C8, Canada

$18.95 to $23.25 CAD / hour · Full-time

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Applications open in a new tab.

Job details

Pay: $18.95 to $23.25 CAD / hour
Job type: Full-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: Oct 9, 2026

Original job description

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

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.

Department: Customer Service

Employee Type: Permanent

Full-Time/Part-Time: Full-Time

Compensation: CAD 18.95 - CAD 23.25 - hourly

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More about this job

Responsibilities

The Customer Experience Leader manages daily store operations, focusing on driving sales, loyalty program acquisition, and delivering exceptional customer service. They are responsible for coaching team members, ensuring operational compliance, and executing company-wide customer-facing programs.

Requirements

Candidates must have 1-3 years of leadership experience in a retail or multi-unit environment and a strong understanding of retail operations. A college degree is preferred, along with the ability to work a flexible schedule and perform physical tasks like lifting up to 40 lbs.

Skills

Customer service
Sales leadership
Team coaching
Retail operations
Cash handling
Inventory management
Omni-channel execution
Problem-solving
Communication
Data-driven decision making
Staff development
Operational compliance
Conflict resolution
Merchandising
Time management

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Retail
Sales Generation
Net Promoter Score
Plum Loyalty
Omni-channel
Manhattan Order Management
Coaching
Leadership
Inventory Integrity
Operational Discipline
Cash Handling
Compliance
AI-enabled tools
Store Engagement
Merchandising
Customer Insights
Team Culture
Health and Safety
Product Operations

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