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Added 2 hours ago
Director of Health, Safety & Environment
Clutch Technologies Inc.
Mississauga, ON
Clutch is hiring its first Director of Health, Safety & Environment to build and lead a best-in-class HSE function for a high-growth, multi-site production and logistics business. You will…
Added 3 hours ago
NW
Customer Service Lead
NOBL Wheels
Cumberland, BC
- Full-time
We are seeking a Customer Service Lead with strong operational execution, people-first leadership, and a modern systems mindset. You will guide our customer service function by supervising…
Added 3 hours ago
P
GTM Strategy & Operations Manager
Pakfactory
ON · Markham, Ontario
- Full-time
…in custom packaging, manufacturing, print, supply chain, or tech-enabled services is an…
Added 9 hours ago
O
Senior AI Developer
OSEDEA
Montreal, QC
- Full-time
We’re a thriving and agile tech development firm. People are at the center of everything we do. Simply put, we care. Our team personally cares about our clients and the world around them,…
Added 11 hours ago
K
Store Manager - Lime Ridge Mall (New Store Opening!)
Knix
Hamilton, ON
- Full-time
We’re opening the doors to our newest retail location and looking for a dynamic Store Manager to lead the charge. This is your opportunity to build and inspire a team from the ground up,…
Added 12 hours ago
K
Store Manager - Lime Ridge Mall (New Store Opening!)
Knix
Hamilton, ON
- Full-time
We’re opening the doors to our newest retail location and looking for a dynamic Store Manager to lead the charge. This is your opportunity to build and inspire a team from the ground up,…
Added 14 hours ago
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Podcast Producer – Sociology Series
Twine
Canada
- Contract
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Added 23 hours ago
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Toronto, ON
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Branch Manager - FX Sales
Ebury
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As a Senior Member of our Front Office team, the FX Sales Team Lead has responsibility for leading a sales team, establishing sales objectives and implementing sales programs. They are…
Added 1 day ago
T
TikTok Commerce - Mass Acquisition & Incubation Manager
TikTok
Toronto, ON
- Full-time
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn…
Added 1 day ago
SS
Head of R&D
Seller Snap, Inc.
Brampton, ON · Regional Municipality of Peel, ON
- Full-time
Experience managing developers as a team lead, tech lead or engineering manager.
Added 1 day ago
EC
Technical Services Representative, Rogers Centre Ottawa (Union) - Full Time
Encore Canada
Ottawa, ON
- Full-time
As required, act as Lead TSR which consists of coordinating a team of TSR and freelancers and act as the on-site resources for the client and operations department.
Added 1 day ago
SA
Account Executive
STAN AI
Toronto, ON · North York, ON
- $90,000 to $115,000 USD / year
- Full-time
Cross-Functional Collaboration: Partner with the Marketing team on lead gen strategies and coordinate with the Customer Success team for seamless client hand-offs.
Added 1 day ago
AM
Director Digital Solutions & Business Growth
Arc Mercer
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…you will spearhead our innovation agenda-scouting emerging tech to modernize our ecosystem, supercharge service delivery, and elevate the daily employee experience. You won't just track…
Added 1 day ago
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Partner Enablement Leader
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Recruit, onboard and develop a team of managers and enablement professionals across regions, many of whom will lead their own teams as the function grows.
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Senior Environmental Engineer or Geoscientist
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We’re looking for a technical leader, trusted advisor and problem solver with a safety-first mindset and the desire to build strong teams to lead Ontario-based contaminated sites projects.
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Quality Engineer Lead
Manulife
Waterloo, ON
- Full-time
…practices across multiple teams or complex systems. This role is a tech lead opportunity- individual contributor, subject-matter expertise in…
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Vendor Management Analyst, Tech+Lab
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We are looking for a detail-oriented and commercially savvy Vendor Management Analyst to join our growing Tech+Lab Expense & Vendor Management team. Reporting to the IT Business Office, you…
Added 1 day ago
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Global Relationship Manager- 3
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Associate Project Manager and Consultant
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Coaching managers to lead better. Real coaching - direct, specific, useful - not just policy reminders.
Added 1 day ago
A
Senior Software Engineer, Behavior Planning
AeroVect
Remote, Canada
- $160,000 to $200,000 CAD / year
- Full-time
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…robotics-as-a-service (RaaS) business model. This role reports to our Planning Tech Lead and works closely with the autonomy engineering…
Added 1 day ago
2L
Business Development Lead
247 Labs
Toronto, ON
- Full-time
Role Description The Business Development Lead is a full-time, 80% remote role based in Toronto, ON, responsible for driving revenue growth and expanding 247 Labs’ client base.
Added 1 day ago
BS
Social Media Strategist (Founder Content)
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- Full-time
You're a YouTube strategist first and a team lead second. You'll own the channel's growth and run the people who make it, reporting directly to our CEO. The right person has grown a channel…
Added 2 days ago
X
Director SMB Digital Growth - B2B Payments
Xe.com
Canada
- Full-time
Owning the full SMB customer lifecycle - from inbound lead generation and qualification to activation, retention, and upsell.

Indigo Books & Music

Customer Experience Manager - GTA

620 King Street West, Toronto, ON, M5V 2N2, Canada

$68,000 to $75,000 CAD / year · Full-time

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Job details

Pay: $68,000 to $75,000 CAD / year
Job type: Full-time
Experience: 2-3 years of management experience in specialty retail and/or multi-unit retail business environment
Posting language: English
Posted: Oct 12, 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 Manager is responsible for the customer experience and the store’s omni sales results. They lead a team to master Indigo’s service model and to suggest and sell Indigo’s products, promotions, and programs to our customers. They are responsible for the store’s omni-businesses, ensuring our customers have a frictionless shopping experience by identifying areas to improve and addressing gaps in store performance. They help create an environment and store culture that promotes employee engagement, growth, and development.

WHAT YOU'LL DO:

Functional

Manage and motivate the team to provide excellent customer service and intuitive recommendations to our customers regarding Indigo’s products, promotions, and programs
Ensure strategic priorities, sales goals, and profitability targets are met by assessing and analyzing sales performance and key process scorecard data; create action plans to address gaps
Act as an advocate for the customer by placing them at the forefront of all decision-making processes
Lead omni-sales programs and ensures technology is leveraged effectively on sales floor to drive efficiency and encourage customers to shop their way
Embrace and champion technology that creates high tech and high touch solutions for Indigo’s customers
Lead execution of national events and store-level initiated author and kids events
Manages store-level customer initiatives: social media channels, local assortment and consignment, and Indigo Love of Reading drives
Partner on regular visual merchandising assessments; provide product, customer experience, and sales insight
Lead inventory management processes and returns
Open and close the store and responsible to manage the sales floor
Ensure health and safety of employees and customers is top priority and that store complies with all provincial health and safety policies and procedures

People

Build strong teams by attracting and developing the best talent
Bring out the best in others, empower and constructively stretch talent
Give authentic feedback on performance and potential
Ensure all team members understand where they stand and have clear performance objectives aligned with Indigo and team goals
Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
Help others see the impacts of their efforts and proactively engage others to get input
Encourage others to freely share their point of view and be open to feedback
Responsible for the overall engagement, productivity, turnover, and bench strength of the team

Cultural

Model Indigo’s beliefs and convey a positive image in everything you do
Celebrate diversity of thought and have an open mindset
Take an active role in fostering a culture of continual learning, and taking risks without the fear of making mistakes
Embrace, champion, and influence change through your team and/or the organization

Qualifications

WHO YOU ARE:

College degree preferred or equivalent job experience
2-3 years of management experience in specialty retail and/or multi-unit retail business environment
Ability to be mobile on the sales floor for extended periods of time
Availability to work a flexible schedule, including evenings, weekends, and holidays
Ability to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques
Bilingualism (French/English) is required for all positions 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.

Employee Type: Permanent

Full-Time/Part-Time: Full-Time

Compensation: CAD 68000 - CAD 75000 - yearly

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More about this job

Responsibilities

The Customer Experience Manager leads the store team to deliver excellent customer service and drive omni-channel sales results. They are responsible for managing store operations, inventory, and staff development to ensure a frictionless shopping experience.

Requirements

Candidates should have 2-3 years of management experience in a specialty or multi-unit retail environment. A college degree is preferred, along with the ability to work a flexible schedule including evenings, weekends, and holidays.

Skills

Customer Service
Sales Management
Team Leadership
Inventory Management
Visual Merchandising
Data Analysis
Performance Management
Retail Operations
Staff Development
Strategic Planning
Omni-channel Sales
Conflict Resolution
Communication
Problem Solving
Technology Integration
Health And Safety Compliance

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Retail Management
Omni-channel
Sales Performance
Inventory Management
Visual Merchandising
Team Leadership
Staff Development
Data Driven
Health And Safety
Store Operations
Employee Engagement
Strategic Priorities
Profitability Targets
Technology Integration
Customer Centric
Performance Objectives
Recruitment
Talent Development
Retail Business

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