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Added 15 hours ago
IB
Customer Experience Leader / Responsable de l’expérience en magasin
Indigo Books & Music
Laval, QC
- Full-time
…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…
Added 16 hours ago
I
Customer Experience Leader / Responsable de l’expérience en magasin
Indigo
Laval, QC
- $18 to $21.4 CAD / hour
- Full-time
…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…
Added 19 hours ago
IB
Customer Experience Leader
Indigo Books & Music
St. Catharines, ON
- Part-time
…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…
Added 20 hours ago
I
Customer Experience Leader
Indigo
St. Catharines, ON
- Part-time
…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…
Added 1 day ago
Licensed Practical Nurse - Casual
Optima Living
Calgary, AB
Founded in 2007 by two friends inspired by their families’ dementia journeys, Optima Living was created to provide a more home-like experience in seniors housing and care. What began as a…
Added 1 day ago
OL
Cook Level I - Part Time
Optima Living
Edmonton, AB
- Part-time
Founded in 2007 by two friends inspired by their families’ dementia journeys, Optima Living was created to provide a more home-like experience in seniors housing and care. What began as a…
Added 1 day ago
CS
Part Time Recreation Aide
Cogir Senior Living
Calgary, AB · Evergreen
- Part-time
Reporting to the Active Living Manager, the Active Living Aide assists in the planning, organization and implementation of meaningful programs for the residents.
Added 1 day ago
MY
CASE MANAGER
McMan Youth, Family and Community Services Association of Calgary & Area
Calgary, AB
- Full-time
Help young people find home and find their footing. As a Case Manager on the Wicihitowin team, you’ll walk alongside Indigenous youth aged 16–24 who are experiencing or at risk of…
Added 1 day ago
AH
Social Worker II
Alberta Health Services
Calgary, AB
- Temporary
…into service authorization. You will report to the Home Care Manager and will be responsible for coordinating and providing quality care to clients in the community. You will provide…
Added 1 day ago
AH
Dietitian I - Pediatric Inpatients
Alberta Health Services
Calgary, AB · Greater Calgary Metropolitan Area
- Full-time
Under the direction of the Manager, Nutrition Services, Child Health, Calgary Zone this Inpatient Dietitian I is responsible for direct patient care and acts as a consultant to ensure…
Added 1 day ago
AH
Registered Nurse - Case Manager
Alberta Health Services
Calgary, AB
- Temporary
…into service authorization. You will report to the Home Care Manager and will be responsible for coordinating and providing quality care to clients in the community. You will provide…
Added 1 day ago
Nurse Practitioner - Priority Home Service
Winnipeg Regional Health Authority
Winnipeg, MB
…care services that will facilitate their activities of daily living and support their health needs. This team will facilitate seamless and timely transition of clients from hospital to home…
Added 1 day ago
FH
Registered Nurse, PATH - Ridge Meadows Hospital
Fraser Health Authority
Pitt Meadows, BC
- $41.42 to $59.52 CAD / hour
- Other
…fulfilling healthcare career and the relaxed pace of small-town living. It’s a place where you can truly live where you work, achieving a healthy balance between professional purpose and…
Added 1 day ago
NS
Care Team Assistant - Progressive Care Unit
Nova Scotia Health Authority
Antigonish, NS
- Internship
Reporting to the Health Services Manager and working under the supervision or direction of regulated health professionals, the Care Team Assistant provides direct, hands-on care based on…
Added 1 day ago
CR
Part Time Recreation Aide
COGIR Real Estate
Calgary, AB
- Part-time
Reporting to the Active Living Manager, the Active Living Aide assists in the planning, organization and implementation of meaningful programs for the residents.
Added 1 day ago
CR
Associate Manager of Health & Wellness
COGIR Real Estate
Ottawa, ON
- Full-time
Cogir Senior Living manages retirement residences across the country. We offer a range of senior living options including independent living, assisted living and memory care.
Added 1 day ago
PE
Wind Construction Project Manager
Pattern Energy
Toronto, ON
- Full-time
…fostering innovative and critical thinking and a deep belief in living up to our…
Added 1 day ago
PE
Wind Construction Project Manager
Pattern Energy Group LP
Toronto, ON
- Other
…fostering innovative and critical thinking and a deep belief in living up to our…
Added 1 day ago
Recreation Assistant - Casual
Optima Living
Calgary, AB
Founded in 2007 by two friends inspired by their families’ dementia journeys, Optima Living was created to provide a more home-like experience in seniors housing and care. What began as a…
Added 1 day ago
CS
Associate Manager of Health & Wellness
Cogir Senior Living
Ottawa, ON · Alta Vista
- Full-time
Cogir Senior Living manages retirement residences across the country. We offer a range of senior living options including independent living, assisted living and memory care.
Added 1 day ago
PT - Tenant Support Worker (Victoria St.)
Connective
Prince George, BC
Participates in the assessment, goal setting, and program planning - such as Personal Service Plans - for individuals living semi independently. Documents and implements the plan and…
Added 1 day ago
Behavioural Support Worker
Bayshore
Guelph, ON
…importance of family in a patient’s life and the importance of their active involvement in planning and making decisions on health care, services and treatment, and health system reform.…
Added 1 day ago
HR
Senior Business Analyst
Humber River Health
Toronto, ON · Greater Toronto, ON
- Other
…850,000 residents in North West Toronto, Equity Inclusivity and active participation in the North West Toronto Ontario Health Team are key initiatives important to our Team. At Humber River…
Added 1 day ago
HR
Social Worker, MSW - Outpatient Mental Health (Stepped Care Model)
Humber River Health
Toronto, ON · Greater Toronto, ON
- Other
…850,000 residents in North West Toronto, Equity Inclusivity and active participation in the North West Toronto Ontario Health Team are key initiatives important to our Team. At Humber River…
Added 1 day ago
RB
Branch Manager Advisor
Royal Bank of Canada
Guysborough, NS
- Full-time
As a Branch Manager Advisor, you fulfill a critical hybrid role in the branch with 40-50% of your time spent providing advice to clients as a Financial Advisor and 50-75% in a Branch…

Indigo

Customer Experience Leader

St. Catharines, ON, Canada

Part-time

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Job details

Job type: Part-time
Apply by: Apr 22, 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 24, 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 satisfaction and results while maintaining cash-handling, safety, and company standards.

Requirements

Requires 1–3 years of leadership experience in specialty retail or a similar customer-facing environment, with demonstrated ability to coach teams and execute customer experience or omni-channel programs. A college degree is preferred or equivalent experience; candidates also need strong retail operations, communication, planning, and problem-solving skills, and must be able to work a flexible schedule and lift up to 40 pounds.

Skills

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

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Retail Operations
Omni-Channel
Sales Generation Leadership
R.E.A.D. Customer Service Model
Net Promoter Score
Plum Loyalty Program
Customer Engagement
Voice Of The Customer
Manhattan Order Management
Online Returns
Cash Handling
Cash Office Processes
Inventory Management
Pricing Accuracy
Promotional Execution
Customer Events
Author Signings
Store Social Media
Consignment Programs
Indigo Love Of Reading
First Aid Certification
Joint Health And Safety Committee
AI-Enabled Tools
Health And Safety Compliance

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