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Added 46 mins ago
AC
Manager, Quality Control
Aurora Cannabis Inc.
Bradford, ON
- $93,000 to $110,000 CAD / year
- Full-time
Reporting directly to the Senior Director, Quality Operations, the Quality Control Manager will collaborate with QA team and leads Laboratory operations and Stability program across…
Added 1 hour ago
SM
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Completion of a Basic Cardiac Life Support (BCLS) program.
Added 6 hours ago
F
Food Safety & Quality Assurance Supervisor (18 months contract)
Factor_
Mississauga, ON
- Contract
…of our food safety management system. Reporting to the FSQA Manager, you will supervise a high-functioning team of FSQA Technicians, providing them guidance and acting as a key decision…
Added 6 hours ago
R|
Clinical Research Coordinator - Nurse
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Contract
Under the supervision of the Manager, Pediatric and Adult Research, Centre for Innovative Medicine (CIM), the Clinical Research Coordinator - Nurse is responsible for supporting the…
Added 6 hours ago
OC
Regional Hub Business Manager
Ontario Clean Water Agency
Shelburne, NS · OCWA - Shelburne WWT
- Full-time
Work under the general direction of the Regional Hub Manager and within the framework of policies, directives, guidelines and objectives to manage and oversee the daily functioning of the…
Added 6 hours ago
UO
Research Ethics Advisor
University of Waterloo
Waterloo, ON
- Full-time
This position is being offered as a secondment or temporary contract.
Added 6 hours ago
UO
Manager, Financial Operations & Analysis
University of Waterloo
Waterloo, ON
- Full-time
This position is being offered as a Secondment or contract opportunity.
Added 7 hours ago
WO
Clinical Services Manager - Etobicoke - Critical Care Unit
William Osler Health System
Toronto, ON
- Full-time
…for increased hands-on skills development, cross-department training and promotional opportunities. Guided by our accomplished senior leadership team, together we are driving our vision of…
Added 7 hours ago
SG
Sourcing Manager – Category Lead of Market Data, Trading Services & Legal Services
Societe Generale
Montreal, QC
- Full-time
Strong understanding of commercial contracting principles and contract lifecycle management.
Added 7 hours ago
AL
Site Project Manager
Allteck Limited Partnership
Surrey, BC
- Full-time
Allteck Limited Partnership is seeking a skilled and driven Site Project Manager with strong experience to join our dynamic team. This pivotal role blends leadership, technical expertise,…
Added 8 hours ago
TS
Part Time Direct Support Worker - Winter Drop in Center
The Salvation Army in Canada
Saskatoon, SK
- Part-time
Strictly follow program’s policies and procedures.
Added 8 hours ago
TS
Full Time Direct Support Worker - Winter Drop in Center
The Salvation Army in Canada
Saskatoon, SK
- Full-time
Strictly follow program’s policies and procedures.
Added 9 hours ago
SM
RQ11747 – Project Manager/Leader – Senior
S M Software Solutions Inc
Toronto, ON
- Full-time
We are seeking a Senior Project Manager/Leader with extensive experience in managing complex audio-visual, videoconferencing, telecommunications, and Information and Information Technology…
Added 9 hours ago
SM
RQ11747 – Project Manager/Leader – Senior
S M Software Solutions Inc
Toronto, ON
- Full-time
We are seeking a Senior Project Manager/Leader with extensive experience in managing complex audio-visual, videoconferencing, telecommunications, and Information and Information Technology…
Added 9 hours ago
SM
RQ11747 – Project Manager/Leader – Senior
S M Software Solutions Inc
Toronto, ON
- Full-time
We are seeking a Senior Project Manager/Leader with extensive experience in managing complex audio-visual, videoconferencing, telecommunications, and Information and Information Technology…
Added 9 hours ago
LI
Project Manager/Leader Senior
Lotus IT Solutions
Toronto, ON · Greater Toronto Area, Canada
- Contract
Ref: RQ11747 Contract – 11 Months (Extension Possible) Onsite – Toronto (21 College)
Added 9 hours ago
VG
Supervisor, Accounts Receivable
Vantage Group
Canada
- $70,000 to $100,000 CAD / year
- Full-time
…receivable duties, this role provides support, mentorship, and training to Accounts Receivable staff, oversees account reconciliations, and assists with the analysis of aged receivables.…
Added 10 hours ago
AC
Full-time Student Success Specialist (Pembroke)
Algonquin College of Applied Arts and Technology
Ottawa, ON
- Full-time
Reporting to the Manager of Community & Student Affairs, the Student Success Specialist plays a vital part in a student's academic success and is an important position in the strategic…
Added 10 hours ago
TU
LSI High Throughput Facility Manager
The University of British Columbia
Vancouver, BC
- $10,459.67 to $15,675.58 CAD / month
- Full-time
…commercialization and entrepreneurship (ECOSCOPE) NSERC industrial stream training program. The facility houses a number of HTS and HCS related devices including a LabCyte workstation and…
Added 10 hours ago
WO
Occupational Therapist - Multiple Sites - Occupational Therapy Corporate
William Osler Health System
Brampton, ON
- Part-time
…for increased hands-on skills development, cross-department training and promotional opportunities. Guided by our accomplished senior leadership team, together we are driving our vision of…
Added 11 hours ago
TS
Caseworker / Chaplain
The Salvation Army in Canada
Vancouver, BC
- Full-time
…clients/residents as required by The Salvation Army and funding contract policies and procedures (and provides Christian based pastoral care services within a community, church or a…
Added 11 hours ago
VE
Account Manager - Chemical Water Treatment Solutions
Veolia Environnement SA
Toronto, ON
- Full-time
We're seeking an experienced Account Manager in CSM to work closely with customers across diverse industries, creating advanced chemical water and process treatment solutions. You'll be…
Added 11 hours ago
IB
Customer Experience Leader
Indigo Books & Music
London, ON
- $18.6 to $23.25 CAD / hour
- Full-time
Supports the Customer Experience Manager in delivering store objectives by identifying customer-facing opportunities, escalating risks, and contributing to action plans that improve…
Added 11 hours ago
FH
Contract Performance Specialist
Fraser Health
Surrey, BC
- Full-time
Reporting to the Manager, Contract Negotiation & Performance, the Contract Performance Specialist, supports the development, implementation and review of; performance metrics, analytics,…
Added 11 hours ago
Food Safety & Quality Assurance Supervisor (18 months contract)
HelloFresh
Mississauga, ON
…of our food safety management system. Reporting to the FSQA Manager, you will supervise a high-functioning team of FSQA Technicians, providing them guidance and acting as a key decision…

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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