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Added 3 mins ago
EE
Commercial Services Analyst
Emera Energy
Halifax, NS
- Full-time
Ensure internal controls over data recording for which you are responsible to support, perform, or review are executed in accordance with the Company’s SOX program.
Added 47 mins ago
SI
Finance Manager
StoneRidge Insurance Brokers
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- Full-time
StoneRidge Insurance Brokers is seeking an experienced Financial Manager to oversee the financial management of our real estate portfolio and related entities. You’ll lead accounting…
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- Full-time
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(CAN) Directs Store Delivery Associate
Walmart Canada
AB · Edmonton, AB
- Full-time
Works closely with the Operations Manager and Office Support Associate to identify and resolve receiving issues or discrepancies efficiently.
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Automation Manager
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Added 2 hours ago
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Member Experience Representative
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(CAN) Directs Store Delivery Associate
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customer service manager
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Hanover, ON
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Added 2 hours ago
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Asset Protection Partner
sephora.com
Halifax, NS
- $25 to $30 CAD / hour
- Full-time
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 2 hours ago
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Manager, Financial Instruments & Securities Reporting
RBC
Toronto, ON
- Full-time
…Financial Reporting and Analysis, IFRS 9, Industry Knowledge, Internal Controls, International Financial Reporting Standards (IFRS), Knowledge Organization, Regulatory…
Added 2 hours ago
T
Audit Manager I, TD Securities (1151)
TD
Toronto, ON
- Full-time
Present objective and independent audit opinion on the adequacy of internal controls in accordance with established professional audit standards, including presentation of findings and…
Added 2 hours ago
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Audit Manager II, Financial Crimes (1148)
TD
Toronto, ON
- Full-time
…foster meaningful process improvements and ensure adherence to internal and external regulations. We crunch the data, consult with our partners and stakeholders, and present our findings to…
Added 2 hours ago
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Senior Audit Group Manager, Financial Crimes Fraud and Insider Risk (1158)
TD
Toronto, ON
- Full-time
…foster meaningful process improvements and ensure adherence to internal and external regulations. We crunch the data, consult with our partners and stakeholders, and present our findings to…
Added 2 hours ago
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Audit Manager II (ATH 993)
TD
Toronto, ON
- Full-time
Oversee/lead audits and/or execute the follow-up of findings arising from internal audits and regulatory reviews in accordance with policy
Added 2 hours ago
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Manager, Internal Controls
Husky Technologies
Bolton, ON
- Full-time
Working with Internal Audit and the global Finance and Operations teams, the Manager, Internal Controls will play a critical role in Husky’s global financial reporting. This includes the…
Added 2 hours ago
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IT Internal Auditor
Husky Technologies
Bolton, ON
- Full-time
The IT Internal Auditor is responsible for executing IT audits and consulting engagements to drive efficiency and effectiveness in financial processes, business operations and major…
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Sr Manager, FP&A – Hydronics
Carrier
Waterloo, ON
- $136,000 to $186,000 CAD / year
- Full-time
We have an exciting opportunity for a Senior Manager of FP&A to support our North America Hydronics business and report to the CFO of Carrier’s North America Residential Solutions. The…
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Full Stack Engineer (AI-Enabled)
BMO
Calgary, AB · GCS
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Implement retrieval-augmented generation (RAG) capabilities that make internal policy, product, and client information accessible and actionable
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Branch Manager in training
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Laval, QC
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Plans and controls unit operating expenses in accordance with forecasts.
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Branch Manager
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Production Operations Manager
BMO
Toronto, ON · SCC
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The Senior Manager, Production Operations Transformation will lead the evolution of production support capabilities across CorpFinFCU and Engineering portfolios, driving the organization's…
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Developer Lead (AI-Enabled Systems)
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Added 2 hours ago
NM
Manager, Sales Tax
Nissan Motor Corporation
Mississauga, ON
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Support semi-annual and year-end external audit requirements, as well as internal audit and JSOX compliance activities related to indirect tax processes and controls.
Added 2 hours ago
JC
Fire Suppression Technician
Johnson Controls
Calgary, AB · CAN AB Calgary Manitou Road
- Full-time
Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce…
Added 2 hours ago
VC
Senior Functional Analyst, Business Systems & Integration
Vancouver Coastal Health
Vancouver, BC
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Knowledge and experience working with complex computer based business and data systems, data integrity process check and internal controls.

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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