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Added 13 mins ago
Restaurant Manager
Red Lobster
Calgary, AB
Full-time
As a Restaurant Manager, you will be responsible for leading restaurant operations with a focus on delivering high quality seafood and beverage service while maximizing our guest…
Added 28 mins ago
Economic Development & Tourism Associate
Corporation of the Town of Prescott
Prescott, ON
Part-time
…passion for events and tourism. Under the direction of the Manager of Economic Development & Tourism, the successful applicant will provide supports for tourism and economic development…
Added 28 mins ago
Assistant Manager - McArthurGlen Outlets
Old Navy
Richmond, BC
Full-time
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Added 42 mins ago
Project Coordinator - Live Events & Scenery
Scene Ideas Inc.
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$24 to $28 CAD / hour
Contract
…preparing routine documents under the direction of the Director of Operations and assigned Project…
Added 43 mins ago
Operations Consultant - Part Time
sephora.com
BC · West Vancouver, BC,CA
$19.85 to $24.8 CAD / hour
The Operations Consultant works in partnership with the Operations Supervisor to maintain stockroom organization and merchandise updates.
Added 43 mins ago
Operations Consultant - Part Time
sephora.com
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$19.2 to $22.6 CAD / hour
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Added 43 mins ago
Operations Consultant
sephora.com
Ottawa, ON
$19.2 to $22.6 CAD / hour
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The Operations Consultant works in partnership with the Operations Supervisor to maintain stockroom organization and merchandise updates.
Added 43 mins ago
shift supervisor - Store# 63493, EARL ARMSTRONG & LIMEBANK
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Full-time
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Added 58 mins ago
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…qualifications. All final hiring decisions are made by either the hiring manager or the recruitment…
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Medical Radiation Technologist (CT & X-Ray)
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Added 58 mins ago
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
Alliston, ON
Internship
Communicates issues and concerns to the Manager.
Added 58 mins ago
Medical Radiation Technologist (CT & X-Ray)
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retail sales manager
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CONDUCTEUR(TRICE) CHARIOT ÉLÉVATEUR - Centre de distribution - Lundi au Vendredi 6:00am à 2:30pm
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Added 58 mins ago
General Manager
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Added 58 mins ago
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
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Added 58 mins ago
Supervisor - Medical Devices Reprocessing Centre - Regular Full-time 2026-17513 (2026-17513)
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Diagnostic Sonographer - Ultrasound
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After Hours Manager
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Added 58 mins ago
Ag Innovation (Meota, SK)
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Added 58 mins ago
Facilities Coordinator
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Reporting to the Facilities Manager, the Facilities Coordinator is responsible for coordinating the planning, delivery, and evaluation of operations and maintenance services, including…
Added 58 mins ago
Extrusion Operator - Afternoon shift (Monday to Thursday 16:00h-2:00h)
Baxter International Inc.
Alliston, ON
Full-time
…a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional…
Added 58 mins ago
Production Technician, Kiefel - Weekend Day shift (Saturday and Sunday 11:00h-23:00h)
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Part-time
…a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional…
Added 1 hour ago
Administrative Assistant 6
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Full-time
Reporting to the Manager, Customer Service & Operations in Growth and Community Services, the position is responsible for a variety of administrative duties to provide the necessary support…
Added 1 hour ago
Warranty Manager
Geely Auto Canada
Toronto, ON
$78,300 to $178,600 CAD / year
Full-time
The Warranty Manager is responsible for the full lifecycle of warranty management for Geely Canada, encompassing policy governance, claims operations, dealer network management, audit &…

Indigo

Customer Experience Leader

Abbotsford, BC, Canada

Pay: $18.85 to $23.55 CAD / hour
Job type: Part-time
Apply by: Mar 22, 2027
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: Sep 23, 2026

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Applications open in a new tab.

Original job 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

Our ideal candidate is flexible to work at both our Coles Sevenoaks location in Abbotsford AND our Coles Cottonwood location in Chilliwack. This is a unique opportunity to work with two very strong team in two locations, allowing for more shifts per week.

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 talent@indigo.ca.

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.

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More about this job

Responsibilities

Lead store execution of customer experience priorities, service standards, loyalty initiatives, promotions, and omni-channel activities to improve customer engagement and business results. Coach and develop employees, use customer feedback and sales insights to improve service, and maintain operational, cash-handling, and safety standards.

Requirements

Requires 1–3 years of leadership experience in specialty retail or a multi-unit customer-facing environment, with demonstrated ability to coach teams and execute customer experience or omni-channel programs. A college degree is preferred or equivalent experience; candidates should also have strong retail operations, communication, planning, and problem-solving skills and be available for a flexible schedule and physical store work.

Skills

Customer Experience Leadership
Team Coaching And Development
Retail Operations
Omni-Channel Execution
Sales Generation
Customer Service
Loyalty Program Execution
Cash Handling
Inventory Management
Promotional Execution
Customer Insights Analysis
Communication
Problem-Solving
Planning And Organization
Health And Safety Compliance
Adaptability

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Retail Operations
Net Promoter Score
Net Sales
Profitability
Plum Loyalty
Email Acquisition
Sales Generation Leadership
R.E.A.D. Customer Service Model
Omni-Channel
Manhattan Order Management
Online Returns
Voice Of The Customer
Cash Handling
Inventory Management
Pricing Accuracy
Promotional Execution
Customer Events
Author Signings
Store Social Media
Indigo Love Of Reading
First Aid Certification
Joint Health And Safety Committee
AI-Enabled Tools
Health And Safety Compliance

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