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Added 7 mins ago
SM
RQ00833 – Program Manager – Senior
S M Software Solutions Inc
Toronto, ON
- Full-time
We are seeking a Senior Program Manager with extensive experience in program and portfolio management, strategic planning, governance, stakeholder engagement, risk management, and the…
Added 2 hours ago
FV
Infant/Child Development Consultant
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- Part-time
- Temporary
Research and inform the family of additional resources available and have knowledge of agencies and programs in the community to make referrals when appropriate.
Added 2 hours ago
FH
Climate Change and Planetary Health Lead
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- Full-time
…Office of the Chief Medical Health Officer. Works with the Manager, Environmental Health Services Health Protection, Medical Health Officer, Environmental Health, Environmental Health…
Added 3 hours ago
IB
Customer Experience Leader / Responsable de l’expérience en magasin
Indigo Books & Music
Laval, QC
- Full-time
Added 4 hours ago
I
Customer Experience Leader / Responsable de l’expérience en magasin
Indigo
Laval, QC
- $18 to $21.4 CAD / hour
- Full-time
Added 5 hours ago
LC
Store Administrator, Hourly Part Time Flexible Shifts
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Review timesheets against payroll posting and advise the manager of any discrepancies.
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- Full-time
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Director, Talent Acquisition and Employee Success
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Added 6 hours ago
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Data Analyst: Student Achievement and Information Systems
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- Full-time
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Added 6 hours ago
SD
Store Administrator, Hourly Part Time Flexible Shifts
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Shelburne, ON
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Review timesheets against payroll posting and advise the manager of any discrepancies.
Added 7 hours ago
NB
Manager, Financing Solutions
National Bank of Canada
Vancouver, BC
- Full-time
…continue to expand our presence, we are looking for several Manager, Financing Solutions professionals to support our growing client base and strengthen our market…
Added 7 hours ago
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Manager, Financial Solutions
National Bank of Canada
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- Full-time
…continue to expand our presence, we are looking for several Manager, Financing Solutions professionals to support our growing client base and strengthen our market…
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Business Development Manager, Equipment Finance
National Bank of Canada
Lethbridge, AB
- Full-time
The Bank values continuous development and internal mobility. Our personalized training programs, based on learning through action, allow you to master your role and develop new areas of…
Added 8 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 9 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 9 hours ago
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Event Producer - Hybrid (Project-Based)
Encore Canada
Brampton, ON
- Full-time
…Director of Event Production. The Event Producer will create programs that meet the client’s needs and are profitable for the company. This role is responsible for relaying all pertinent…
Added 10 hours ago
SM
RQ00833 – Program Manager – Senior
S M Software Solutions Inc
Toronto, ON
- Full-time
We are seeking a Senior Program Manager with extensive experience in program and portfolio management, strategic planning, governance, stakeholder engagement, risk management, and the…
Added 11 hours ago
S
School Psychologist, Clinical Psychology Autism - BC Children’s Hospital & Sunny Hill Health Centre
Sanya’k̓ula
Vancouver, BC
- Temporary
Provide developmental and psycho-educational diagnostic psychology assessment services for specified programs and or patient groups, in consultation with the Program Manager and Head of…
Added 11 hours ago
LC
Store Administrator, Hourly Part Time Flexible Shifts
Loblaw Companies Limited
Red Deer, AB
- Part-time
Review timesheets against payroll posting and advise the manager of any discrepancies.
Added 11 hours ago
LC
Front Store Manager, Salaried Full Time Flexible Shifts
Loblaw Companies Limited
Red Deer, AB
- Full-time
The Front Store Manager (FSM) is responsible for managing the overall Front Store’s performance. The Front Store includes all areas of the store, including cosmetics, excluding Pharmacy.…
Added 12 hours ago
SD
Assistant Front Store Manager, Hourly Full Time Flexible Shifts
Shoppers Drug Mart
Dieppe, NB
- Full-time
To assist the Front Store Manager (FSM) in managing the human, physical and financial resources of the store and in ensuring that store objectives are achieved by focusing on improving…
Added 12 hours ago
SH
District Sales Manager - Spirit
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Hamilton, ON
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Added 13 hours ago
Equipment Service Support - Harvesting Heads
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…application, interview, or selection processes, please contact Human Resources for assistance. Click here to read more about Tigercat’s Accessibility…
Added 13 hours ago
Technical Publications Manager
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We are seeking a Technical Publications Manager to lead and evolve our technical documentation function. This role combines technical understanding, strategic planning, process improvement,…
Added 13 hours ago
DB
Part Time Bridal Sales
David's Bridal
Toronto, ON · Scarborough, ON
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…presentation and operations of the store. S/he reports to the Store Manager in partnership with the Sales Manager. Bridal Stylists are brand ambassadors and demonstrate the values and…

Indigo Books & Music

Customer Experience Leader

221 Glendale Avenue, St. Catharines, ON, L2T 2K9, Canada

Part-time

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Job details

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: Oct 24, 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: Retail Operations

Employee Type: Permanent

Full-Time/Part-Time: Part-Time

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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 operational discipline and the ability to work a flexible schedule including weekends and holidays.

Skills

Customer Experience
Retail Operations
Team Leadership
Sales Generation
Coaching
Omni-channel Execution
Cash Handling
Inventory Management
Problem Solving
Communication
Data Analysis
Staff Development
Operational Compliance
Customer Loyalty
Relationship Management

Visa sponsorship

Not detected in the job text

Keywords

Retail Operations
Customer Experience
Sales Generation
Omni-channel
Net Promoter Score
Plum Loyalty
Inventory Management
Cash Handling
Team Coaching
Staff Development
Operational Compliance
Customer Engagement
Manhattan Order Management
Social Media
Health and Safety
Data Driven
Entrepreneurial
Human-Centered
AI Enabled
Retail Management

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