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Indigo

Customer Experience Leader

Nelson, BC, Canada

Part-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Part-time
Apply by: Apr 5, 2027
Experience: 1-2 years of experience in a customer service, merchandising or operations role
Working hours: 25 Hours a week
Posting language: English
Posted: Oct 7, 2026

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
We Will Be Customer Centric
We Will Be Entrepreneurial
We Will Be Committed to Caring About Each Other, Our Communities, and Our Environment
We Will Be Committed to True and Shared Value Creation
We Will Be Systems Thinking, Data Driven and AI enabled

Job Description

WHAT YOU’LL DO:

The Customer Experience Leader (CEL) is a member of the Store’s Leadership Team and is responsible for leading and executing work that contributes to the Store's operations and customer experience. Talent in the role supports the achievement of strategic priorities that are cascaded from the Retail Strategic Initiatives to the Store and Functional level. The CEL ensures budget and cost centre management while contributing to the achievement of the Store’s sales plans and long-term desired outcome of profitability and growth. In this role, you’ll:

Work collaboratively with the Store Leadership team to inspire a customer-centric culture bringing to life Indigo’s mission while incorporating both physical and online channels to meet the customer needs
Be responsible for the opening and closing of the store, the daily store operations, customer experience, maintaining visual standards and achieving or exceeding sales plans
Ensure the team is well informed about the products that Indigo carries, promotions and programs
Support the planning, prioritization and execution of the work you and the team are doing
Be responsible for the facilities, maintenance, health and safety and loss prevention of the store on the shift you are leading
Live and inspire Indigo's High Performance Characteristics and lead a Story Telling culture
Practice and role model Feedback and Coaching - The Indigo Way
Participate in talent calibration and contribute to talent management and acquisition activities to support Indigo’s goal to build strong teams and attract and develop the best talent
Contribute to the development of CER talent
Collaborate with others and work cross functionally while celebrating and role modelling diversity of thought and inclusion
Cultivate an environment of trust where the opinions, voices, and well-being of employees are valued, enabling people to bring their best selves to work
Embrace and role model change
Foster an environment where everyone knows their health and safety is a top priority and where everyone actively participates in ensuring the health and safety of each other and our customers

Qualifications

WHO YOU ARE:

1-2 years of experience in a customer service, merchandising or operations role
Demonstrated commitment to creating an exceptional employee and customer experience
Experience leading others
Performance orientated
Ability to exercise good business acumen and systemic thinking that supports meaningful decisions
Ability to prioritize, plan and execute while being agile
Knowledge of Provincial Health & Safety standards
Ability to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques
Minimum 25 Hours a week availability that includes evenings and weekends and could include early mornings and holidays

Additional Information

At Indigo, all applications submitted are reviewed in detail by our HR team. In certain aspects of the hiring process artificial intelligence (AI) tools may be used, specifically for screening and assessments. These tools support our team and are used to help bring relevant criteria to the foreground and 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 Color), 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

This posting is for a current opportunity within Indigo

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.

Apply About employer

More about this job

Responsibilities

Lead store operations and customer experience, including opening and closing, sales plan execution, visual standards, facilities, health and safety, and loss prevention. Develop and support store talent, foster an inclusive and customer-centric culture, and collaborate with the leadership team to achieve store priorities and profitability.

Requirements

Applicants should have 1–2 years of experience in customer service, merchandising, or operations, along with experience leading others and a commitment to excellent employee and customer experiences. They should demonstrate business acumen, planning and prioritization skills, knowledge of provincial health and safety standards, the ability to lift up to 40 pounds safely, and availability for at least 25 hours weekly, including evenings and weekends.

Skills

Customer Experience
Customer Service
Retail Operations
Sales Planning
Team Leadership
Merchandising
Visual Standards
Budget Management
Cost Centre Management
Talent Management
Feedback And Coaching
Business Acumen
Planning And Prioritization
Health And Safety
Loss Prevention
Change Management

Visa sponsorship

Not detected in the job text

Keywords

Retail
Customer Experience
Customer-Centric Culture
Store Operations
Sales Plans
Budget Management
Cost Centre Management
Merchandising
Visual Standards
Facilities Maintenance
Health And Safety
Loss Prevention
Talent Management
Talent Acquisition
Feedback And Coaching
Performance Management
Business Acumen
Systems Thinking
Data-Driven Decision-Making
Artificial Intelligence
Diversity And Inclusion
Change Management
Physical And Online Channels

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