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Added 14 mins ago
TT
Contract Administrator (13884)
Toronto Transit Commission (TTC)
Toronto, ON · Greater Toronto Area, Canada
- $80,353 to $100,445.8 CAD / year
- Full-time
Based at the project office and reporting to the Manager, Commercial Management, the Contract Administrator provides contract administration support for a portfolio of contracts associated…
Added 14 mins ago
KE
Project Manager – Residential & Commercial Construction
K’awat’si Economic Development Corporation (KEDC)
Port Hardy, BC
- Full-time
K’awat’si Construction Company (KCC) is a Gwa’sala-’Nakwaxda’xw-owned Indigenous construction company based in Port Hardy, British Columbia, operating under K’awat’si Economic Development…
Added 14 mins ago
LH
Manager, Maintenance & Repair Operations
London Health Sciences Centre (LHSC)
London, ON
- Full-time
The Manager, Maintenance & Repair Operations establishes effective working relationships and coordination within the team of Managers, Coordinators and specialized facilities project and…
Added 14 mins ago
I
Customer Experience Leader (Contract 18 Months)
Indigo
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 14 mins ago
D
Dayforce Manager
Deloitte
Toronto, ON
- Full-time
We are seeking a dynamic and experienced Manager to join our Dayforce team. This role is pivotal in helping our clients navigate the complexities of HR transformation, leveraging innovative…
Added 15 mins ago
BM
Site Leader
BC Mental Health and Substance Use Services
Maple Ridge, BC
- $52.39 to $66.65 CAD / hour
- Full-time
The Site Leader fosters collaborative relationships across clinical programs, operational teams, community and health authority partners, and provincial services to support seamless…
Added 15 mins ago
K
Maintenance Technician
Kinectrics
Teeswater, ON
- Full-time
…company thanks to a number of significant training and personal development…
Added 15 mins ago
KE
Senior Capital Projects Manager
K’awat’si Economic Development Corporation (KEDC)
Port Hardy, BC
- $81,000 to $120,000 CAD / year
- Full-time
K’awat’si Consulting and Management Services (KCMS) is an Indigenous-owned consulting and management organization based in Port Hardy, British Columbia. KCMS supports the economic…
Added 15 mins ago
KH
Senior Development Officer, Signature Events & Partnerships
Kids Help Phone
Toronto, ON
- $74,700 to $83,000 CAD / year
- Full-time
Reporting to the Manager, Signature Events & Partnerships, the Senior Development Officer helps grow fundraising revenue and engagement for Kids Help Phone Foundation’s signature events,…
Added 15 mins ago
IH
Public Health Epidemiologist
Interior Health Authority
Kelowna, BC
- Part-time
…surveillance systems. Other responsibilities include investigation of community clusters and outbreaks, evaluation of programs and interventions, development of applied epidemiological…
Added 1 hour ago
I
Product Operations Manager
Indigo
Regina, SK
- $50,000 CAD / year
- Full-time
The Product Operations Manager translates Indigo’s visual merchandising priorities into locally relevant execution, strengthening community connection and brand affinity while delivering a…
Added 1 hour ago
SM
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
Alliston, ON
- Full-time
…services designed to meet the evolving needs of our growing…
Added 1 hour ago
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Direct Support Professional/Night Sleep Support - Community Flex
Karis Disability Services
Orillia, ON
- Full-time
…their connections to ensure that they can live fully in the community. Direct Support Professionals recognize people's rights to direct their life, understanding that each person has unique…
Added 1 hour ago
GO
Senior Lands Administration Officer
Government of Northwest Territories
Yellowknife, NT
- $106,158 to $126,809 CAD / year
- Full-time
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Added 1 hour ago
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Senior Financial Analyst
YWCA BC
Vancouver, BC
- Full-time
…wants to use their expertise to support meaningful work in the community. Reporting to the Director, Finance, the Senior Financial Analyst provides financial analysis, budgeting,…
Added 1 hour ago
FN
Manager, Physician Contracts
First Nations Health Authority
Vancouver, BC · Metro Vancouver A, BC
- Full-time
…is expanding innovative models of care that bring together community-based, virtual, and hybrid service delivery to improve access, continuity, and health outcomes for First Nations…
Added 1 hour ago
YG
Director of Housing
Yuułuʔiłʔatḥ Government
Ucluelet, BC
- Full-time
…approved authority, and works across departments to align housing development with community needs. Day-to-day tenancy administration and work coordination remain operational…
Added 1 hour ago
DU
Communications and Marketing Manager
Dalhousie University
Halifax, NS
- Full-time
…a driver of the region’s intellectual, social and economic development. Located in the heart of Halifax, Nova Scotia, with an Agricultural Campus in Truro/Bible Hill, Dalhousie is a truly…
Added 1 hour ago
SM
Manager, Finance, Performance & Analytics
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Reporting to the Vice President, Corporate Services & Chief Financial Officer, the Manager, Finance, Performance and Analytics supports the hospital's strategic objectives, performance…
Added 1 hour ago
ON
Labour Relations Officer - Servicing
Ontario Nurses' Association
ON · Sudbury, ON
- Full-time
…provide care in hospitals, long-term care, public health, the community, clinics and…
Added 2 hours ago
VC
Community Care Assistant (Community Health Worker)
Vancouver Coastal Health
Sechelt, BC
- Full-time
…with established vision and values of the organization, the Community Care Assistant works under the direction works under the direction of the Supervisor/Coordinator/Manager or delegate to…
Added 2 hours ago
VC
Adult & Older Adult Program Assistant
Vancouver Coastal Health
Vancouver, BC
- $26.42 to $28.25 CAD / hour
- Full-time
Reporting to the Manager, the Program Assistant provides clerical and program support for the program services and staff.
Added 2 hours ago
PH
Operations Coordinator, Advancing Health
Providence Healthcare
Vancouver, BC
- Temporary
Growth opportunities: We welcome individuals at all stages of their career, offering opportunities for professional development and growth.
Added 2 hours ago
HC
LTO - Intermediate English/Careers (1.00 FTE)
Halton Catholic District School Board
Burlington, ON
- Full-time
The Halton Catholic District School Board (HCDSB) is committed to supporting the development of a strong and equitable workforce, that will foster the success and well-being of our…
Added 2 hours ago
HN
Business Analyst
Horizon New Energy
Calgary, AB
- Full-time
We are looking for a Development Manager to help us grow Horizon New Energy. You will be responsible for managing wind, solar, and energy storage projects through all development phases…

Indigo Books & Music

Customer Experience Leader

1570 18th Street, Brandon, MB, R7A 5C5, Canada

$17.5 to $22.5 CAD / hour · Part-time

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Job details

Pay: $17.5 to $22.5 CAD / hour
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 29, 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: Contract

Compensation: CAD 17.50 - CAD 22.50 - 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 operational discipline and the ability to work a flexible schedule including weekends and holidays.

Skills

Customer Experience
Sales Leadership
Team Coaching
Retail Operations
Cash Handling
Inventory Management
Omni-channel Execution
Conflict Resolution
Communication
Problem Solving
Data Analysis
Staff Development
Promotional Execution
Loyalty Program Management
Operational Compliance
Time Management

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Retail
Sales Generation
NPS
Loyalty Programs
Omni-channel
Inventory Management
Cash Handling
Coaching
Leadership
Store Operations
Merchandising
Customer Service
Performance Metrics
AI-enabled Tools
Health and Safety
Compliance
Team Culture
Staff Picks
Event Management

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