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Added 10 mins ago
TD
Maintenance manager
The Drake Hotel
Toronto, ON
- $72,000 to $78,000 CAD / year
- Full-time
- Contract
- On-site
Plan and organize the operations of the facilities and the included real estate
Added 12 mins ago
O(
Bilingual Claims Adjuster, Automobile
OTIP (Ontario Teachers Insurance Plan)
Waterloo, ON
- Full-time
…and core competencies. Reporting to the National Auto Claims Manager, the core parts of your role will be…
Added 12 mins ago
DG
wholesale establishment manager
Diamond Granite Countertops Inc
Brampton, ON
- Full-time
Offers mentorship programs that pair newcomers and/or refugees with experienced employees
Added 12 mins ago
TS
Shelter Worker
The Salvation Army in Canada
Campbell River, BC
- Part-time
Ocean Crest is committed to environmental leadership in all its operations. Ocean Crest has had long-standing policies of providing a safe and healthy workplace, protecting the environment,…
Added 12 mins ago
B
Event Sales Manager
BRKFREE
Mississauga, ON
- Full-time
The Event Sales Manager is responsible for selling the exciting experience of BRKTFREE and working directly with our guests to build their perfect event. The primary focus for the Event…
Added 12 mins ago
PI
Placement agency manager
PACIFIC IMPERIAL STAFFING LTD
Surrey, BC
- From $53.25 CAD / hour
- Full-time
- On-site
Plan and organize the operations of establishments that provide services to business
Added 13 mins ago
Retail Experience Lead
Fire & Flower Inc.
Slave Lake, AB
The Retail Experience Lead is responsible for opening and closing duties, overseeing daily operations, and supervising staff during an assigned shift.
Added 13 mins ago
Associate Brand Manager
Dare Foods Limited
Cambridge, ON
…of excellence, innovation and quality in every aspect of our operations. Our state-of-the-art facilities utilize advanced technology to ensure consistency and quality while meeting the…
Added 13 mins ago
Produce - Fresh Cut
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Winnipeg, MB
Demonstrates superior customer service in accordance with Safeway’s programs
Added 13 mins ago
Manager of AMO (QA) - MC2
Westerkirk
Woolwich, ON
…production, maintenance, repair, and overhaul (MRO) services. Our operations are supported by a team of skilled engineers, technicians, and industry professionals who are dedicated to…
Added 13 mins ago
DC
Operations Supervisor - Part Time - Toronto
Diabetes Canada / National Diabetes Trust
Toronto, ON
- Part-time
…part of our national coverage in 2,500 communities, with 28 operations and 100 trucks. Join a team that is making a difference raising money for life altering charitable programs, all while…
Added 13 mins ago
A
Fleet Coordinator
ARCP
Dartmouth, NS
- Full-time
…Coordinator to join our team. Reporting to the Transportation Manager, The Fleet Coordinator will provide accurate and timely reports pertaining to ARCP fleet and equipment while working…
Added 40 mins ago
NS
Junior Account Manager- Retail
NLI Solutions
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…management, retail and consumer products. The Junior Account Manager will work closely with Senior Account Managers and internal teams to support day-to-day client and brand needs,…
Added 40 mins ago
NS
Senior Account Manager-Loyalty & Incentives
NLI Solutions
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…leading brands and some of Canada’s largest loyalty and rewards programs to deliver compelling product assortments, promotional programs and exceptional reward…
Added 40 mins ago
I
Customer Experience Leader
Indigo
Milton, ON
- $18.95 to $23.25 CAD / hour
- Full-time
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…
Added 40 mins ago
NM
Conseiller (ère), rémunération globale / Total Rewards Advisor
Nouveau Monde Graphite | NYSE: NMG + TSX: NOU
Montreal, QC
- Full-time
…des matériaux avancés : une future mine 100 % électrique, des opérations carboneutres et un engagement profond envers l'innovation et la…
Added 41 mins ago
RC
Senior Manager, Human Resources - North America Commercial Teams (18-month Contract Role)
Revlon Corporate
Mississauga, ON
- $130,000 to $140,000 CAD / year
This role requires a strong understanding of business operations, organizational effectiveness, talent management, employee relations, and change leadership. The successful candidate will…
Added 42 mins ago
MC
Café manager
Mukasi Coffee
Abbotsford, BC · New Westminster, BC
- $38.5 to $39 CAD / hour
- Full-time
Added 42 mins ago
AC
Construction project manager
ARCAN Construction
Yellowknife, NT · Okotoks, AB
- $85,000 to $125,000 CAD / year
- Full-time
- Hybrid
Develop and implement quality control programs
Added 58 mins ago
D
Manager, Indigenous Employment
Dexterra
Edmonton, AB · Thunder Bay, Ontario
- Full-time
As Manager, Indigenous Employment, you will connect Indigenous candidates and communities with employment, training and career-development opportunities across our operations in Canada.…
Added 58 mins ago
D
Manager, Indigenous Employment
Dexterra
Mississauga, ON · Thunder Bay, Ontario
- $80,000 to $100,000 CAD / year
- Full-time
As Manager, Indigenous Employment, you will connect Indigenous candidates and communities with employment, training and career-development opportunities across our operations in Canada.…
Added 1 hour ago
L
5760 - Assistant Store Manager FT
Lids
Medicine Hat, AB
- Full-time
Manage store associates through thorough use of LIDS Training Programs, goal setting (for sales and tasks), and regular follow-up when Store Manager is not present.
Added 1 hour ago
TH
DIRECTEUR ADJOINT DE MAGASIN, EXPLOITATION DE NUIT
The Home Depot Canada
Bradford, ON
- Full-time
Night Operations Assistant Store Managers (ASMs) are responsible for supervision of Back End Operations (e.g., Receiving, RTV and Freight). Night Ops ASMs are responsible in conjunction…
Added 1 hour ago
TH
NIGHT OPERATIONS ASSISTANT STORE MANAGER- BRADFORD STORE
The Home Depot Canada
Bradford, ON
- Full-time
Night Operations Assistant Store Managers (ASMs) are responsible for supervision of Back End Operations (e.g., Receiving, RTV and Freight). Night Ops ASMs are responsible in conjunction…
Added 1 hour ago
WB
Lead Base Area Operator
Whistler Blackcomb
Whistler, BC
- Temporary
The Base Area Operations (BAO) Lead role will oversee all aspects of the departmental functions and employees, including cleaning, roads and parking and snow removal. The Lead will report…

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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