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Added 10 mins ago
AW
Sr. Enterprise Sales Manager, Financial Services (Banking, Wealth management, Payments, Insurance)
Amazon Web Services (AWS)
Toronto, ON
- Full-time
…sales background necessary to help establish Amazon as a key technology platform…
Added 10 mins ago
U
Intermediate Accountant
Univerus
Toronto, ON · North York, ON
- $50,000 to $65,000 CAD / year
- Full-time
…exceeding 3,500 organizations, Univerus delivers mission-critical technology across public and private sectors. Our flagship product, Unity ERP, powers operations in local government,…
Added 11 mins ago
S
Manager, Customer Experience
Sysco
Calgary, AB · Sysco Calgary
- Full-time
The Customer Experience Manager at Sysco is a highly strategic and influential role, providing expert-level analytical leadership and driving significant impact on the company's customer…
Added 40 mins ago
MC
Spécialiste principal, Économie de la santé et étude des résultats thérapeutiques / Senior Specialist, Health Economics Outcomes Research
Merck Canada
Kirkland, QC
- Full-time
Data Management, Health Technology Assessment (HTA), Microsoft Excel, Outcomes Research, Personal Initiative, Pharmacoeconomics, Real World Evidence (RWE), Researching, Stakeholder…
Added 40 mins ago
TH
Human Resources Staffing Coordinator Full Time (BARRIE)
The Home Depot Canada
Barrie, ON
- Full-time
Reporting to the Store Human Resources Manager (SHRM) this role will support the HR function in the store in the areas of staffing, associate training, associate development, and WSIB/WCB…
Added 40 mins ago
TH
Receiving Associate Full Time - KITCHENER R
The Home Depot Canada
Kitchener, ON
- Full-time
…(Rough Goods Receipt)/DGR (Detail Goods Receipt) and enter information about incoming merchandise into the stores’ system using the tools provided (e.g., First Phone). All Receiving…
Added 40 mins ago
TH
Tool Rental Sales Part Time - MISSISSAUGA BRITANNIA
The Home Depot Canada
Mississauga, ON
- Part-time
…have an emphasis on department and product knowledge, provide information on product features and are familiar with related items in order to sell an entire project. Associates in this…
Added 1 hour ago
A
CAD Designer
Arcadis
Markham, ON
- Full-time
…Collaborating with our experienced water professionals, you will support and drive the development of projects, interact and work with clients, and develop your technical…
Added 1 hour ago
AL
Facilities Administrator - Mississauga, Ontario
Abbott Laboratories
Mississauga, ON
- $63,750 to $93,500 CAD / year
- Full-time
The Facilities Administrator will work closely with the Area Facilities Manager to support all facilities activities. The Administrator will be the first point of contact for internal and…
Added 1 hour ago
MU
Manager, Stewardship & Gift Documentation
McMaster University
Hamilton, ON
- Full-time
The Manager, Stewardship & Gift Documentation is a key member of the central Donor Relations team within University Advancement and serves as a university resource for gift documentation…
Added 1 hour ago
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Project Engineer
Worley
Vancouver, BC
- Full-time
…Leveraging extensive experience and AI-enabled delivery, we support customers in navigating complexity as they meet today's needs and transition to more sustainable…
Added 1 hour ago
B
VP, Paid Media
Buyerlink
Victoria, BC
- Full-time
3+ years in paid social performance marketing, and still hands-on in Meta Ads Manager today (i.e. personally building, launching, and optimizing campaigns in Meta)
Added 2 hours ago
M
Spécialiste principal, Économie de la santé et étude des résultats thérapeutiques / Senior Specialist, Health Economics Outcomes Research
Merck
Kirkland, QC
- Full-time
Data Management, Health Technology Assessment (HTA), Microsoft Excel, Outcomes Research, Personal Initiative, Pharmacoeconomics, Real World Evidence (RWE), Researching, Stakeholder…
Added 2 hours ago
B
Senior Data Governance Advisor
BRP
Montreal, QC
- Full-time
We are looking for a Senior Data Governance advisor who will report to the Enterprise Data Governance Manager, and who’ll be tasked with helping us to deploy data governance and enable the…
Added 2 hours ago
MP
Receptionist
Mount Pleasant Group
Richmond Hill, ON
- $52,332 to $55,951 CAD / year
- Full-time
…committed to innovation, leveraging new trends and advancements in technology while upholding our long-standing values. Our team takes pride in the meaningful work we do every day, helping…
Added 2 hours ago
KD
Premier·ère comptable | Senior Accountant
Keurig Dr Pepper
Montreal, QC
- Full-time
Reporting to the Accounting Manager-Canada, the Senior Accountant will primarily support the Canadian operations and the global derivatives portfolio of KDP. Requires a problem-solving…
Added 2 hours ago
T
Associate Vice President, Small Business Banking, Data and Analytics, Insights & Artificial Intelligence
TD
Toronto, ON
- Full-time
…competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at…
Added 2 hours ago
V
Senior Analyst, Sales Reporting
Vale
Canada
- Full-time
…Toronto, Ontario. This role reports to the Commercial Operations…
Added 3 hours ago
QH
Personal Support Worker (PSW) - Acute Medicine (Quinte 6)
Quinte Health
Belleville, ON
- Full-time
Reporting to the Patient Services Manager, the PSW is a member of the health care team, accountable for the day to day provision of quality patient and family centered care in a manner…
Added 3 hours ago
FB
Project Manager - Utility Construction
Forbes Bros. Group of Companies
AB · Edmonton, AB
- Full-time
Travel: Travel to support execution at active or remote project sites is required.
Added 3 hours ago
UO
Scientific Assistant
University of Victoria
Victoria, BC
- Full-time
Demonstrated experience with the management of information systems and technology in accordance with industry best practice and internal UVic policies and standards including relevant…
Added 3 hours ago
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Maintenance Manager
''
Coaldale, AB
- Full-time
McCain Foods (Canada) is seeking a Maintenance Manager to lead the maintenance function at our Coaldale, Alberta potato processing facility. This role is responsible for driving…
Added 3 hours ago
TC
Pharmacy Assistant Specialty - Express Scripts Canada
The Cigna Group
Mississauga, ON
- Full-time
- Other
…and professional expertise of our people with leading edge information management systems and technology. ESC is a wholly owned subsidiary of Express Scripts Inc., one of the largest…
Added 3 hours ago
TC
Production Pharmacy Assistant - Express Scripts Canada
The Cigna Group
Mississauga, ON
- Full-time
- Other
…and professional expertise of our people with leading edge information management systems and technology. ESC is a wholly owned subsidiary of Express Scripts Inc., one of the largest…
Added 3 hours ago
TC
Registered Pharmacy Technician - Express Scripts Canada
The Cigna Group
Mississauga, ON
- Full-time
- Other
…and professional expertise of our people with leading edge information management systems and technology. ESC is a wholly owned subsidiary of Express Scripts Inc., one of the largest…

Indigo Books & Music

Customer Experience Leader

5250 22 Street, Red Deer, AB, T4R 2T4, Canada

From $16 CAD / hour · Full-time

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Job details

Pay: From $16 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: Nov 5, 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: Permanent

Full-Time/Part-Time: Full-Time

Compensation: from CAD 16.00 - 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 for 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 service
Sales leadership
Team coaching
Retail operations
Cash handling
Inventory management
Omni-channel execution
Problem-solving
Communication
Organizational skills
Data-driven decision making
Staff development
Compliance
Performance management
Relationship management

Visa sponsorship

Not detected in the job text

Keywords

Retail
Customer Experience
Sales Generation
Loyalty Programs
Omni-channel
Inventory Management
Cash Handling
Leadership
Coaching
Performance Metrics
NPS
Staff Development
Operational Compliance
Health and Safety
Merchandising
Customer Engagement
Retail Operations
Team Culture
Business Outcomes
AI-enabled tools

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