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Added 15 mins ago
JS
Child care provider - private home
Joyce Slim
Greely, ON
- From $20 CAD / hour
- Full-time
- Contract
- On-site
Instruct children in personal hygiene and social development
Added 19 mins ago
AB
Media Sales Manager
Annex Business Media
Toronto, ON
- Full-time
Annex Business Media is looking for an ambitious, forward-thinking sales professional to help lead one of its longest-running media brands: Electronic Products and Technology (EP&T). At…
Added 20 mins ago
Retail Experience Lead
Fire & Flower Inc.
Edmonton, AB
The Retail Experience Lead maintains store appearance and product presentation to company standards and acts as a knowledge resource for team members. Duties include but are not limited to…
Added 20 mins ago
Manufacturing Engineer (Injection Molding SME)
KSR
Chatham-Kent, ON · Ridgetown, ON
…Molding SME) professional to join our Advanced Manufacturing team. This is a full-time, onsite position based at KSR's Global Headquarters in Ridgetown,…
Added 20 mins ago
VF
Carrier Sales Manager
Vortex Freight
Mississauga, ON
- Full-time
Collaborate with the Senior Supply Chain Coordinator and Team Lead to forecast capacity requirements based on volume trends.
Added 20 mins ago
HN
Sales Representative - Nutraceutical Industry
Herbaland Naturals
Richmond, BC
- Full-time
We are looking for a sales professional to join our dynamic and progressive sales team. We are located in beautiful Richmond, BC Canada and our mission is to bring health and wellness to…
Added 20 mins ago
BC
Full-Time Community Living Support Worker
Brampton Caledon Community Living Inc
Brampton, ON
- Full-time
…disability in partnership with their families and the community to lead enriched and meaningful lives. We are looking for caring, dynamic and responsive support workers who have experience…
Added 20 mins ago
BC
Part-Time Community Living Support Worker
Brampton Caledon Community Living Inc
Brampton, ON
- $23.78 to $24.65 CAD / hour
- Part-time
…disability in partnership with their families and the community to lead enriched and meaningful lives. We are looking for caring, dynamic and responsive support workers who have experience…
Added 20 mins ago
VS
Aggregate Labourer
Volker Stevin Canada
Okotoks, AB
- Full-time
- Temporary
…growth are paramount, we encourage you to join our dynamic team. Together, we’ll continue to set the standard for excellence in…
Added 34 mins ago
SP
Healthcare Commercial Construction Project Manager (Edmonton/Calgary)
Synergy Projects Ltd.
Calgary, AB · Greater Calgary Metropolitan Area
- Full-time
…construction, interior build-out, and real estate investment and development needs. We accomplish this through seven business units that operate in three core divisions: Commercial…
Added 34 mins ago
YO
Regional Coordinator (Bilingual) - Summer Works & Student Exchange Program / Coordonnateur(trice) régional(e) bilingue - Programme Emplois d’été – Échanges étudiants
YMCA of Greater Halifax/Dartmouth
Dartmouth, NS
- Full-time
The Regional Coordinator will be a key member of the national team responsible for program implementation, ensuring regional participant targets are met through the development of an…
Added 35 mins ago
DC
Senior Manager, Client Service
DATA Communications Management Corp
Richmond Hill, ON
- $75,000 to $85,000 CAD / year
- Full-time
…quality and delivery from onboarding through renewal. You will lead complex implementations and change initiatives, and direct Production and IT to deliver against client…
Added 35 mins ago
S
Director of Finance
SHIPSHEY
Mississauga, ON
- $98,968.67 to $118,320 CAD / year
- Full-time
Lead the development and monitoring of organizational financial plans and long-term fiscal strategies
Added 35 mins ago
PI
Senior Technical Team Lead - Software Development, R&D
Piicomm Inc.
Plantagenet Station, ON
- Full-time
PiiComm is looking for a senior, hands-on Technical Team Lead to manage our R&D team and deliver on business priorities. You’ll work closely with internal stakeholders, coach developers and…
Added 35 mins ago
BG
Process Engineer, Production
BV GLAZING
Concord, ON
- $85,000 to $95,000 CAD / year
- Full-time
Foster the professional growth and development of our team members.
Added 35 mins ago
TE
Marketing Manager
THE EMPIRE LIFE INS. CO
Kingston, ON · Toronto, ON
- Full-time
- Contract
Empire Life is looking to hire a Group Marketing Manager to join our Marketing team! We are actively seeking candidates to fill a current, open position.
Added 35 mins ago
WG
Branch Manager
WGI Group
ON
- $90,000 to $125,000 CAD / year
- Full-time
Build a Strong Team. Drive Performance. Lead the Business.
Added 35 mins ago
BT
Fibre Service Technician Supervisor
Beanfield Technologies Inc.
Toronto, ON
- $35 to $39 CAD / hour
- Full-time
Lead and develop the team through ongoing coaching, mentoring, training, performance feedback, motivation, and personal development.
Added 35 mins ago
FC
Document Control Manager
FCC Canada
Toronto, ON
- Full-time
Implement a document management team and system in line with the needs of the organization including but not limited to project initiation for various projects within the organization.
Added 35 mins ago
WG
Controller
WGI Group
Winnipeg, MB
- Full-time
You'll have the opportunity to lead a team, influence processes, strengthen financial controls and provide information that directly supports business decisions. The role also provides…
Added 35 mins ago
UB
Assistant Store Manager | Cambridge
Urban Barn Ltd.
Cambridge, ON
- $41,500 to $46,500 CAD / year
Help people create homes they love. Join the Urban Barn team as a Full-time Assistant Store Manager at our Cambridge store in Cambridge, ON. With over 50 retail stores across the country,…
Added 35 mins ago
ST
Executive Assistant
Strides Toronto
Scarborough Bluffs Park, ON
- $51,699 to $60,202 CAD / year
- Full-time
…approach. Since 2015, Strides Toronto has served as Toronto’s Lead Agency for Infant, Child and Youth Mental Health, partnering with 21 core service providers to provide system leadership,…
Added 35 mins ago
ST
Respite Worker
Strides Toronto
Scarborough Bluffs Park, ON
- $25.64 to $29.86 CAD / hour
- Contract
…approach. Since 2015, Strides Toronto has served as Toronto’s Lead Agency for Infant, Child and Youth Mental Health, partnering with 21 core service providers to provide system leadership,…
Added 35 mins ago
ST
Applied Behaviour Analysis Therapist
Strides Toronto
Scarborough Bluffs Park, ON
- $33.81 to $39.37 CAD / hour
- Contract
…approach. Since 2015, Strides Toronto has served as Toronto’s Lead Agency for Infant, Child and Youth Mental Health, partnering with 21 core service providers to provide system leadership,…
Added 35 mins ago
GC
Warehouse Associate
Grimco Canada Inc.
Winnipeg, MB
- $21 to $23 CAD / hour
- Full-time
Our team members bring a strong work ethic, a sense of urgency, and a willingness to support wherever needed. They take pride in their work, contribute to a team environment, and are always…

Indigo

Customer Experience Leader

Milton, ON, Canada

$18.95 to $23.25 CAD / hour · Full-time

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Job details

Pay: $18.95 to $23.25 CAD / hour
Job type: Full-time
Apply by: Apr 7, 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: Oct 9, 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 – 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 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, coaching employees and coordinating service, sales, loyalty, promotional, and omni-channel programs. Use customer feedback and operational insights to improve results while maintaining cash-handling, safety, and company 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, along with strong retail operations, communication, organization, and problem-solving skills; the role also requires schedule flexibility and the ability to lift up to 40 pounds.

Skills

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

Visa sponsorship

Not detected in the job text

Keywords

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
Cash Office
Inventory Management
Pricing Accuracy
Merchandising
Customer Events
Author Signings
Store Social Media
Indigo Love Of Reading
CEO Awards
Staff Picks
AI-Enabled Tools
First Aid
Joint Health And Safety Committee
Health And Safety Compliance

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