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Added 3 hours ago
ON
Assistant Manager - Westgate Centre
Old Navy
Grande Prairie, AB
- Full-time
…customer and product operations, merchandising, and talent development. You are responsible for supporting the execution of the store strategy to achieve performance goals. Through…
Added 5 hours ago
R
Branch Manager Advisor
RBC
Wawanesa, MB
- Full-time
…role. As a local market leader, you are responsible for the retail performance within a Branch focusing on business growth including new client acquisition and enhancing RBC’s ability to…
Added 5 hours ago
P
Technology Strategy & Transformation, Manager
PwC
Calgary, AB
- Full-time
Lead technology strategy and transformation programmes, with a focus on infrastructure, AI, data, and digital technologies across a variety of industries.
Added 6 hours ago
CI
Supervisor (Part Time)
Carters Inc.
Victoria, BC
- Part-time
…our founding, and we invest in our teams with training and development programs, so we all succeed together. A Carter’s career doesn’t feel like a job. It feels like connections, between…
Added 6 hours ago
CI
Supervisor (Full Time)
Carters Inc.
Fort St. John, BC
- Full-time
…our founding, and we invest in our teams with training and development programs, so we all succeed together. A Carter’s career doesn’t feel like a job. It feels like connections, between…
Added 8 hours ago
PF
E-Commerce Lead
Pierre Fabre Laboratories
Brossard, QC · Canada - Brossard
- Full-time
Lead the market’s e-commerce acceleration and growth across assigned eRetailers (ePharmacies, pure players, marketplaces and omnichannel retailers).
Added 15 hours ago
Key Account Manager, Out of Home
Nestle Operational Services Worldwide SA
Toronto, ON
This role is dedicated to the Out of Home (OOH) channel for our International Premium Nestle Waters brands San Pellegrino, Acqua Panna and Maison Perrier, focusing on achieving sales and…
Added 16 hours ago
R-
Assistant Store Manager - Promenades St-Bruno
RCL - Reitmans Canada Ltd/Ltée
Saint-Bruno-de-Montarville, QC · St-Bruno-de-Montarville, QC
- Full-time
Talent Support & Development: Participate in hiring, onboarding, and training team members. Support succession planning and contribute to performance management processes.
Added 18 hours ago
CI
Supervisor (Part Time)
Carters Inc.
Newmarket, ON
- Part-time
…our founding, and we invest in our teams with training and development programs, so we all succeed together. A Carter’s career doesn’t feel like a job. It feels like connections, between…
Added 19 hours ago
S
Channel Marketing Specialist, Canada
Sandisk
Canada
- Full-time
Lead the end-to-end execution of integrated marketing initiatives across multiple channels (e.g., retail, e-commerce, digital, campaigns, events)
Added 19 hours ago
M
Lead Hand - Distribution Center
Munchkin
Milton, ON
- Full-time
Reporting directly to the Senior Operations Manager, the Temporary Lead Hand is an experienced operational leader who works collaboratively with the management to ensure consistent DC…
Added 19 hours ago
AF
Head of U.S. Commercial
ALSAFA FOODS CANADA & USA
Oakville, ON
- Full-time
The Head of U.S. Commercial will lead Al Safa Foods’ U.S. commercial strategy across both Ethnic and Mainstream channels. Reporting directly to the CEO, this role will be responsible for…
Added 19 hours ago
SC
Director - Digital Marketing
Staples Canada
Richmond Hill, ON
- $125,300 to $156,600 USD / year
- Full-time
Lead the identification, evaluation, business case development, and optimization of marketing technology capabilities that enable personalization, automation, audience activation,…
Added 20 hours ago
R(
Assistant Store Manager - Promenades St-Bruno
Reitmans (Canada) Ltée/Ltd
Saint-Bruno-de-Montarville, QC
- Full-time
Talent Support & Development: Participate in hiring, onboarding, and training team members. Support succession planning and contribute to performance management processes.
Added 20 hours ago
GL
Senior Manager, Brand & Integrated Marketing
goeasy Ltd.
Mississauga, ON
- Full-time
Lead the end-to-end development of major integrated campaigns, from business objective, audience insight, proposition, creative platform, and channel strategy through execution,…
Added 20 hours ago
W
(CAN) General Merchandise Assistant Manager
Walmart
Fort Saskatchewan, AB
- Full-time
To support the Store Manager and manage store operations according to Company guidelines and lead Associates to ensure friendly, helpful service and drive profitable store sales.
Added 21 hours ago
Senior Manager, Analytics and BI
Scotiabank
Toronto, ON
Lead the development, validation, interpretation, and application of analytical models, including customer segmentation, propensity, forecasting, profitability, balance growth, pricing…
Added 21 hours ago
N
Account Manager, Energy and Retail
NVIDIA
Toronto, ON · Canada, Toronto
- Full-time
…technology solutions to our customers within the Energy and Retail Industries. This full-time position requires close working relationships with NVIDIA solution architects and business…
Added 22 hours ago
M
Assistant Manager
Mark's
Hawkesbury, ON
- Full-time
At Marks, we want you to experience an extraordinary career in helping to lead our brand's evolution to be Canada’s number one destination for industrial and casual apparel and footwear. As…
Added 22 hours ago
Senior Manager, Advisor Deposit Services
Scotiabank
Toronto, ON
Lead approved initiatives from concept through implementation and post-launch review, by leading end-to-end development and execution of priority ADS initiatives, (e.g. new market and…
Added 22 hours ago
HD
Finance Executive Director
Hadley Designs
Remote, Canada
- Full-time
- Remote
Experience in e-commerce or multi-channel retail (preferred)
Added 22 hours ago
Assistant Store Manager, FT
Under Armour
St. John's, NL
As an Assistant Store Manager, you're not just supporting the Store Manager, you're helping lead the charge. From driving daily operations to coaching teammates and delivering results,…
Added 22 hours ago
Store Manager
Under Armour
Kingston, ON
Build loyalty through in-store experience using data capture, endless aisle, and other omni-channel solutions
Added 22 hours ago
CT
Assistant Manager
Canadian Tire Corporation
Hawkesbury, ON
- Full-time
At Marks, we want you to experience an extraordinary career in helping to lead our brand's evolution to be Canada’s number one destination for industrial and casual apparel and footwear. As…
Added 1 day ago
R-
Store Manager - Smart Centres Oakville
RCL - Reitmans Canada Ltd/Ltée
Oakville, ON
- Full-time
Recruitment & Development: Attract top talent, plan succession, and build a high-performing team through training and performance management.

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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