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Added 6 mins ago
AC
Associate Director, Academic Planning and Strategic Initiatives
Algonquin College
Ottawa, ON
- Full-time
…evaluative oversight, and evidence-based recommendations to support informed decision-making at the senior leadership level. The role provides leadership across the lifecycle of strategic…
Added 7 mins ago
ED
Manager, Risk Quantification - EN 071
Export Development Canada | Exportation et développement Canada
Remote, Canada
- $112,006 to $149,341 CAD / year
- Full-time
- Remote
As Manager, Model Risk Management, you will lead a team of model risk professionals and oversee independent model validation, governance and reporting activities across EDC. You will…
Added 7 mins ago
ED
Manager, Risk Quantification - EN 071
Export Development Canada | Exportation et développement Canada
Remote, Canada
- $112,006 to $149,341 CAD / year
- Full-time
- Remote
As Manager, Model Risk Management, you will lead a team of model risk professionals and oversee independent model validation, governance and reporting activities across EDC. You will…
Added 7 mins ago
ED
Manager, Risk Quantification - EN 071
Export Development Canada | Exportation et développement Canada
Remote, Canada
- $112,006 to $149,341 CAD / year
- Full-time
- Remote
As Manager, Model Risk Management, you will lead a team of model risk professionals and oversee independent model validation, governance and reporting activities across EDC. You will…
Added 7 mins ago
Manager, AMS/SAP Platform Administration and Support
University of Toronto
Toronto, ON
The incumbent will also work closely with ITS Information Security, SAP, other vendors, and specialists at peer universities to research, design, build and execute a sustainable technical…
Added 8 mins ago
L
7818 - Assistant Store Manager PT
Lids
Vaughan, ON
- $18.1 USD / hour
- Part-time
Act as Manager on duty for any employee scheduling issues, customer complaints, etc. when Store Manager is not present.
Added 8 mins ago
EV
Senior Analyst, Shared Service
Elk Valley Resources
Sparwood, BC
- $95,000 to $112,000 CAD / year
- Full-time
Reporting to the Manager, Shared Services, the Senior Analyst, Shared Services is responsible for analyzing, designing, implementing, and continuously improving Shared Services business…
Added 10 mins ago
OO
UX Designer (12-Month Fixed Term Contract)
OCS Ontario Cannabis Store
Toronto, ON
- Contract
Reporting to the Manager, Digital Experience, the UX Designer leads a range of user experience initiatives across both channels, applying interaction design principles to optimize…
Added 22 mins ago
YO
Marketing Manager
YMCA of Greater Toronto
Toronto, ON
- Full-time
The Marketing Manager develops and implements integrated marketing and communications plans and campaigns that support member acquisition, engagement, retention, and program growth within…
Added 22 mins ago
MC
Payroll Manager
Morgan Construction & Environmental Ltd.
AB · Edmonton, AB
- Other
At Morgan, we don’t just build projects; we build careers and futures. We are seeking an experienced PAYROLL MANAGER to lead and oversee our payroll function in a complex,…
Added 23 mins ago
CC
Retail Shift Leader
Canna Cabana
Calgary, AB · Marlborough, Calgary, AB
- Full-time
Oversee the responsibilities of the Store Manager in the absence of SM or ASM
Added 23 mins ago
UH
Business Analyst, Transformation and Innovation
University Health Network
Toronto, ON
- Full-time
Reports to: Senior Manager, Transformation and Innovation
Added 38 mins ago
BF
Senior Project Manager, IT
BC Ferries
BC · British Columbia, Canada
- Full-time
We’re looking for a Senior Project Manager to lead complex, high-impact IT projects that support our business priorities and shape how we work today and into the future. From enterprise…
Added 39 mins ago
Category Manager
Glen Dimplex Americas
Cambridge, ON
We are seeking a Category Manager, Consumer Products to join our Product Management team at Glen Dimplex Americas. In this role, you will support the development and execution of category…
Added 39 mins ago
AR
Operations Manager -Hydrovac Division
Ambipar Response Industrial Services Canada Inc.
Nisku, AB
- Full-time
We strives to provide the highest quality of service with industry leading training and technology. Our goal is to provide exceptional customer service with safety being our number one…
Added 39 mins ago
Global Account Manager (GAM), Strategic Global Accounts
Siemens
Oakville, ON
Contribute to our social responsibility initiatives focused on access to education, access to technology and sustaining communities and make a positive impact on the community.
Added 39 mins ago
Senior Integrated Campaigns Manager
Varicent
Ottawa, ON
As a Senior Integrated Senior Integrated Campaigns Manager, you will join Varicent’s Marketing organization and lead the strategy, execution, and optimization of integrated campaigns…
Added 39 mins ago
Senior Customer Marketing Manager
Varicent
Vancouver, BC
As a Senior Customer Marketing Manager, you will join Varicent’s Marketing organization and lead the strategy, execution, and optimization of integrated campaigns designed to grow revenue…
Added 39 mins ago
UO
Manager, Accommodations Services
University of Alberta
Edmonton, AB
- Full-time
The Manager of Accommodation Services provides operational and staff leadership for Accommodation Services within the Office of Accessibility & Accommodations. The position is responsible…
Added 39 mins ago
UO
Manager, Accommodated Exams
University of Alberta
Edmonton, AB
- Full-time
The Manager of Accommodated Exams provides operational leadership, staff supervision, risk management, and service oversight for the university’s accommodated exam program. The position is…
Added 39 mins ago
OH
Tissue Recovery Coordinator (Barrie)
Ontario Health
Barrie, ON · Toronto, ON
- Part-time
Works closely with TGLN’s Provincial Resource Centre and local healthcare professionals throughout the process to obtain required information and support
Added 40 mins ago
MH
Customer Flexibility Programs Department Manager
Manitoba Hydro
Winnipeg, MB
- Full-time
Under the direction of the Director, Energy Service Advice and Products, the Manager is responsible for leading the development and delivery of Manitoba Hydro's customer flexibility…
Added 40 mins ago
KC
Senior Manager, Data Platform(s) Architect, Data & AI
KPMG Canada
Vancouver, BC
- Full-time
…skills for the future, and take ownership of your career with support at every stage. Join a firm where your career can make a…
Added 50 mins ago
T
Senior Manager, Pension Risk Transfers Administration and Client Experience Management
TD
Toronto, ON
- Full-time
The Senior Manager, Pension Risk Transfer Administration and Client Experience Management is responsible for establishing and overseeing the operational delivery model for the Pension Risk…
Added 50 mins ago
T
User Terminal Project Coordinator
Telesat
Ottawa, ON
- Full-time
The User Terminal Project Coordinator supports the Program Manager responsible for internal development activities and technology vendors providing user terminal solutions for Telesat. The…

Indigo Books & Music

Customer Experience Leader

86 Fanshawe Park Road East, London, ON, N5X 4C5, Canada

$18.6 to $23.25 CAD / hour · Full-time

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Job details

Pay: $18.6 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 19, 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.

This is a contract role.

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: Contract

Full-Time/Part-Time: Full-Time

Compensation: CAD 18.60 - CAD 23.25 - hourly

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More about this job

Responsibilities

The Customer Experience Leader is responsible for executing customer programs, driving sales performance, and coaching team members to deliver exceptional service. They oversee daily store operations, including loyalty initiatives, omni-channel order management, and maintaining high standards of customer engagement.

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 organizational skills and the ability to work a flexible schedule including weekends and holidays.

Skills

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

Visa sponsorship

Not detected in the job text

Keywords

Retail
Customer Experience
Leadership
Sales Generation
Omni-channel
Plum Loyalty
Inventory Management
Cash Handling
Coaching
Performance Metrics
NPS
Store Operations
Customer Engagement
Team Development
Compliance
Health and Safety
Data-driven
Entrepreneurial
AI-enabled
Merchandising

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