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Added 9 mins ago
TC
Project Manager | Construction
Turner Construction | Canada
Toronto, ON
- Full-time
Turner Construction’s Toronto's office is seeking a full-time Project Manager. The role requires availability to work on-site or at the head office, Monday to Friday, for 40 hours per week…
Added 9 mins ago
KC
office manager
KM Care Services Inc.
Winnipeg, MB
- Full-time
Assist in the preparation of operating budget and maintain inventory and budgetary controls
Added 10 mins ago
Technical Services Manager (Laser Technology Specialist)
BWXT
Kitchener, ON
…of skills to support our work in the markets that drive our business and welcome candidates from all backgrounds and life stages who are passionate about making a…
Added 10 mins ago
Senior Manager Tax
Mejuri
Toronto, ON
Reporting directly to the CFO, the Senior Manager, Tax will own Mejuri’s day-to-day tax compliance and reporting across Canada, the US and our international markets, and ensure accuracy in…
Added 10 mins ago
S
Asset Protection Partner
Sephora
Halifax, NS
- $25 to $30 CAD / hour
The Asset Protection Partner protects the assets of a store against theft, and works with the Leadership team to maintain operational controls to reduce shortage.
Added 10 mins ago
Buyer, Equipment and Data Centre Sourcing
Bell
Regina, SK
…alignment with project budgets, technical requirements, governance controls, and site…
Added 10 mins ago
Manager, Summer Accommodations (Term)
University of Toronto
Toronto, ON
Reporting to the Dean of Residence & Director of Student Life, the Manager, Summer Accommodations provides primary leadership for the portfolio and is responsible for the overall planning,…
Added 25 mins ago
M
GRC Specialist
Miovision
Remote, Canada
- $90,000 to $115,000 CAD / year
- Full-time
- Remote
…in the fast lane, and ensure security is a green light for business growth rather than a bottleneck, buckle up and merge into our…
Added 25 mins ago
AG
Electrical & Controls Project Engineer
Artemis Gold - Blackwater Project
Vancouver, BC
- Other
Reporting to the Engineering Manager - Capital Projects the Electrical and Controls Project Engineer is responsible for design and overseeing the planning, execution, and commissioning of…
Added 39 mins ago
EI
Project Manager
Egis in Canada
Calgary, AB
- $130,000 to $180,000 CAD / year
- Full-time
As a Project Manager and a member of our Engineering, Energy team, your duties will include, but are not limited to:
Added 39 mins ago
SS
Adobe Site Reliability Engineer – CDN & Web Performance
Staffmax Staffing & Recruiting
Toronto, ON
- Full-time
…and digital experience platform powered by Adobe Experience Manager (AEM) Edge Delivery…
Added 39 mins ago
KS
Regional Sales Manager - Building Automation
Kinetic Search Group
Montreal, QC · Greater Montreal, QC
- Full-time
…and gas detection technologies is seeking a Regional Sales Manager to lead business development and sales growth throughout…
Added 39 mins ago
D
Junior project management
Dexian
Montreal, QC · Greater Montreal Metropolitan Area
- $35 to $40 CAD / hour
- Contract
The Junior Project Manager will support the planning, coordination, governance, and delivery of the AGT PLM360 digital transformation program. Working under the guidance of the Senior…
Added 40 mins ago
Cafe Lunette - Chef de Partie
The Armour Group Limited
Halifax, NS
Café by day, bistro by night, we proudly play host to morning coffee and viennoiserie, breezy business lunches, weeknight rendezvous, lazy Sunday brunches and everything in between. Our…
Added 40 mins ago
EA
7-SAR-Outside Sales Technical Representative
Everest Automation
Sarnia, ON
- Full-time
…trust and respect. We measure the success of the members of our business development team by monitoring activity. Sales numbers are not a direct objective, but rather the result generated…
Added 55 mins ago
AC
Enterprise Data Governance Lead
Alberta Construction Safety Association
Edmonton, AB
- $88,000 to $94,900 CAD / year
- Full-time
…maintain enterprise data governance policies, standards, and controls. Define data ownership and stewardship models across portfolios and establish standards for classification, retention,…
Added 55 mins ago
T
Data Scientist III
TD
Toronto, ON
- Full-time
…job-related knowledge, geographic location, and other specific business and organizational…
Added 1 hour ago
DD
Facilities Project Manager
DRPS- Durham Regional Police Service
Whitby, ON
- Full-time
Reporting to the Manager of Capital Projects, the Project Manager position: Oversees complex large capital facility projects from initiation through design, construction, commissioning, and…
Added 1 hour ago
AS
Senior Project Manager
AgileGrid Solutions
Canada
- Full-time
We are seeking an experienced Senior Project Manager with a strong background in mining to lead multidisciplinary engineering teams in delivering complex capital projects within the mineral…
Added 1 hour ago
GT
ADMS Test Manager
Grid Transformation
Canada
- Full-time
We are seeking an ADMS Test Manager who can connect electric-distribution operations, delivery risk, and structured test management. You will work with control-room personnel, distribution…
Added 1 hour ago
HT
Director of Finance
Higher Talent | Executive Search & HR Consulting |
St. John's, NL
- Full-time
…audit coordination, lender and Board reporting and financial controls. The role will also oversee defined corporate-support functions including information technology, insurance,…
Added 1 hour ago
KR
Manager, Operational Finance
Kassen Recruitment
Saskatoon, SK
- $100,000 to $135,000 CAD / year
- Full-time
A large organization operating in a capital-intensive industry is seeking a Manager, Operational Finance to join its finance team. This role is ideal for a finance professional with strong…
Added 1 hour ago
ST
Financial Accountant
Sinclair Technologies
Aurora, ON
- $75,000 to $90,000 CAD / year
- Temporary
…financial information. Experience with Microsoft Dynamics 365 Business Central, ADP Workforce Now and Power BI will be valuable in supporting accounting and reporting…
Added 1 hour ago
IL
Senior Cloud Security Engineer
Invesco Ltd.
Charlottetown, PE
- $90,000 to $100,000 CAD / year
- Full-time
…implementation, operation, and continuous improvement of security controls that reduce organizational risk and strengthen cyber resilience. This role partners with engineering,…
Added 1 hour ago
BM
Program Manager
Baylis Medical Technologies
Mississauga, ON
- Full-time
The Program Manager is responsible for the high-level cross-functional and business leadership for a variety of program types, ranging from traditional internal product development…

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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