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Added 15 mins ago
WC
(CAN) Leader de nuit
Walmart Canada
Rouyn-Noranda, QC
- Full-time
…runs smoothly and customers receive consistent, high-quality…
Added 15 mins ago
WC
(CAN) Leader d'équipe, mode
Walmart Canada
Saint-Constant, QC · St Constant, QC
- Full-time
…through teaching and training. Ensures a high level of customer service while ensuring task…
Added 45 mins ago
TD
Groundperson [Arborist Assistant]
The Davey Tree Expert Company
Nisku, AB
- Full-time
Assist Crew leader in job- site setup, debris removal, cleanup and equipment maintenance.
Added 45 mins ago
TD
Arborist Crew Leader
The Davey Tree Expert Company
Nisku, AB
- Full-time
As a Crew Leader you will lead a team to various job sites throughout the week, ensuring the job is done right, on time and safely. You will be a subject matter expert providing guidance to…
Added 45 mins ago
EI
Director of Engineering And Operations
Entegrus Inc
St. Thomas, ON
- Full-time
Vision: To be an industry leader in all we do.
Added 45 mins ago
TD
Groundperson [Arborist Assistant]
The Davey Tree Expert Company
Calgary, AB
- Full-time
Assist Crew leader in job- site setup, debris removal, cleanup and equipment maintenance.
Added 1 hour ago
TD
Arborist Crew Leader
The Davey Tree Expert Company
Calgary, AB
- Full-time
As a Crew Leader you will lead a team to various job sites throughout the week, ensuring the job is done right, on time and safely. You will be a subject matter expert providing guidance to…
Added 1 hour ago
FH
Night Auditor
Fairmont Hotels & Resorts
AB · Edmonton, AB
- $24.93 to $25.93 CAD / hour
- Full-time
…Condé Nast Traveler 2025 Readers’ Choice Awards. World-class service awaits our guest’s every need. Our dedicated team is delighted to assist with a variety of personalized services to…
Added 1 hour ago
HT
Engineering Team Leader (PET HR)
Husky Technologies
Bolton, ON
- Full-time
Risk mitigation through past service issue research, risk identification and formal DFMEA
Added 1 hour ago
HT
Financial Manager (CSM)
Husky Technologies
Bolton, ON
- Full-time
We are seeking an experienced Financial Leader that can work with various stakeholders within the Finance and Accounting function as well as our Customer Service organization. This…
Added 1 hour ago
HT
Director, Finance (CSM)
Husky Technologies
Bolton, ON
- Full-time
…with us as we pursue our ambitious growth strategy. We are a leader in developing state-of-the-art technology and it is this technology base that uniquely positions us to serve customers…
Added 1 hour ago
MP
Accounts Receivable Manager
Miramar Property Management | Trivest Condominiums
Toronto, ON
- Full-time
…residential properties. Miramar is recognized as an industry leader, providing reliable services and long-term value to clients and communities. Team members join a professional,…
Added 1 hour ago
SH
Assistant Manager I
Sunglass Hut
Ottawa, ON
- Full-time
A world leader in the specialty sunglass retail business with over 3,000 stores worldwide, we believe in the freedom of self-expression, inclusivity and authenticity, which is why we bring…
Added 2 hours ago
W
(CAN) Leader d'équipe, mode
Walmart
Saint-Constant, QC
- Full-time
…through teaching and training. Ensures a high level of customer service while ensuring task…
Added 2 hours ago
A
Project Manager
Actalent
Longueuil, QC
- $46 to $56 CAD / hour
- Contract
Added 2 hours ago
G
Gestionnaire adjoint/Unassigned Assistant Manager - Carrefour Laval
Gap
Laval, QC
- Full-time
…activement la marque auprès des clients et des employés. En tant que leader, vous jouez un rôle essentiel pour exécuter la stratégie du magasin, atteindre les objectifs de rendement et…
Added 2 hours ago
IN
Millwright
IKO North America
Brampton, ON
- Full-time
IKO Industries Ltd. is a market leader in the manufacturing of roofing and building materials. IKO is a Canadian owned and operated business with production facilities worldwide and has…
Added 2 hours ago
E1
English Teacher (ESL/TEFL) | Full-Time | Visa, Flights & Sponsored TEFL
English 1
Windsor, ON
- Full-time
Career changers from customer service, retail, hospitality, corporate training, communications, banking, IT, media or non-profit
Added 2 hours ago
G
Gestionnaire adjoint/Unassigned Assistant Manager - Carrefour Laval
Gap
Laval, QC
- Full-time
…activement la marque auprès des clients et des employés. En tant que leader, vous jouez un rôle essentiel pour exécuter la stratégie du magasin, atteindre les objectifs de rendement et…
Added 3 hours ago
W
(CAN) Leader de nuit
Walmart
Rouyn-Noranda, QC
- Full-time
…runs smoothly and customers receive consistent, high-quality…
Added 3 hours ago
LC
Bakery InStore Assistant Department Manager Full Time Day
Loblaw Companies Limited
Oromocto, NB
- Full-time
…deals our team members are there to give excellent customer service and memorable experiences. Our Assistant Department Managers are dedicated people leaders who navigate us to providing…
Added 3 hours ago
LC
Apparel Assistant Department Manager Full Time Day Greenlight Requisition
Loblaw Companies Limited
Merritt, BC
- Full-time
…deals our team members are there to give excellent customer service and memorable experiences. Our Assistant Department Managers are dedicated people leaders who navigate us to providing…
Added 3 hours ago
LC
Apparel Assistant Department Manager Full Time Day
Loblaw Companies Limited
Oromocto, NB
- Full-time
…deals our team members are there to give excellent customer service and memorable experiences. Our Assistant Department Managers are dedicated people leaders who navigate us to providing…
Added 3 hours ago
Assistant Manager I
EssilorLuxottica Group
Ottawa, ON
A world leader in the specialty sunglass retail business with over 3,000 stores worldwide, we believe in the freedom of self-expression, inclusivity and authenticity, which is why we bring…
Added 3 hours ago
CI
Sales Associate
Carters Inc.
Niagara-on-the-Lake, ON
- Part-time
…most-purchased children’s clothing brand.* We’ve become an industry leader by providing quality - from the first Original Bodysuit® to the lasting careers we offer our team. We’ve kept our…

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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Applications open in a new tab.

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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