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Added 13 mins ago
SD
Store Administrator, Hourly Part Time Day
Shoppers Drug Mart
Vancouver, BC
- Part-time
…and benefits reporting and other financial requirements in order to achieve the financial objectives of the…
Added 43 mins ago
FH
Licensed Practical Nurse, Access, Care and Transitions (ACT) - Queen's Park Care Centre
Fraser Health Authority
New Westminster, BC
- $32.84 to $44.96 CAD / hour
- Full-time
Identifies health and safety concerns and escalates to the ACT Coordinator, Team Leader and Manager as required; reviews the care planned or provided and provides input into appropriateness…
Added 57 mins ago
SM
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
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- Full-time
Communicates issues and concerns to the Manager.
Added 57 mins ago
SM
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Communicates issues and concerns to the Manager.
Added 57 mins ago
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Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
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- Internship
Communicates issues and concerns to the Manager.
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Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
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Communicates issues and concerns to the Manager.
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Shoppers Drug Mart
Fort St. John, BC
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To manage resources of the Beauty department in order to maximize and achieve sales targets.
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Licensed Practical Nurse (LPN) or Research Nurse
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
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Added 1 hour ago
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MRI Technologist
RI-MUHC | Research Institute of the MUHC | #rimuhc
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Work under the supervision of the CMR supervisor and Project manager.
Added 1 hour ago
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MRI Technologist
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
Work under the supervision of the CMR supervisor and Project manager.
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Journeyperson Heavy Duty Mechanic
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Edmonton, AB
- Internship
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Added 1 hour ago
RS
HVAC Technician
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- Temporary
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Added 1 hour ago
AS
IT Field Technologist
Abbotsford School District
Abbotsford, BC
- Full-time
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Foreman - HVAC
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Under the general direction of the Manager - Mechanical, the Foreman - HVAC, provides direction and support to HVAC mechanics.
Added 2 hours ago
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29954-RFR-DTS-071 – Project Manager
S M Software Solutions Inc
Winnipeg, MB
- Full-time
We are seeking an experienced Project Manager with a minimum of 10 years of experience managing Information Technology projects, along with a valid PMP or PRINCE2 Practitioner…
Added 2 hours ago
Produce - Manager Produce
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Toronto, ON
The Produce Manager is responsible for coaching, motivating, and developing department staff to foster customer loyalty, fulfil customer needs and actively contribute to an environment of…
Added 3 hours ago
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Registered Nurse, Pediatric Emergency/Observation Unit
Fraser Health
Surrey, BC
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Added 4 hours ago
GE
Hospitality F&B Assistant Manager
Grey Eagle Resort & Casino
Calgary, AB
- Full-time
Reporting to the Restaurant Manager is responsible to provide leadership with the team and takes ownership of daily operations. The ability to react to situations that need a sense of…
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Little Chief Restaurant Evening Server
Grey Eagle Resort & Casino
Calgary, AB
- Full-time
Under the direction of the Hotel Food & Beverage Manager or Shift Supervisor, the Server is responsible for adhering to all policies and procedures within the Hotel and for making each…
Added 4 hours ago
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Buffet Server
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Calgary, AB
- Full-time
Under the direction of the Food and Beverage Manager, Shift Supervisor, the Server position is applicable to the Bingo Hall, Buffet, Blaze Restaurant, Gaming Floor and the Hot Dog Cart. The…
Added 4 hours ago
GE
Stage Bar Server
Grey Eagle Resort & Casino
Calgary, AB
- Full-time
Under the direction of the Food and Beverage Manager, Shift Supervisor, the Server position is applicable to the Bingo Hall, Buffet, Blaze Restaurant, Gaming Floor and the Hot Dog Cart. The…
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Blaze Bar & Grill Server
Grey Eagle Resort & Casino
Calgary, AB
- Full-time
Under the direction of the Food and Beverage Manager, Shift Supervisor, the Server position is applicable to the Bingo Hall, Buffet, Blaze Restaurant, Gaming Floor and the Hot Dog Cart. The…
Added 4 hours ago
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Procurement Support Coordinator
American Iron & Metal (AIM)
Montreal, QC
- Full-time
The Procurement Support Coordinator, reporting to Manager, Procurement Support Operations, is responsible for providing administrative and operational support to the procurement function.…
Added 5 hours ago
SD
Merchandiser, Hourly Part Time Day
Shoppers Drug Mart
Calgary, AB
- Part-time
Supports Front Store Manager/Assistant Front Store Manager in maintaining the quality and standards

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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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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