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Added 6 hours ago
NB
Banking Advisor
National Bank of Canada
Sainte-Agathe-des-Monts, QC
- Full-time
…mission is to have a positive impact on people’s lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever…
Added 6 hours ago
NB
Business Account Manager
National Bank of Canada
Brossard, QC
- Full-time
…mission is to have a positive impact on people’s lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever…
Added 12 hours ago
Senior Trade Compliance Specialist
CCM Hockey
Montreal, QC
…their dream. We’re looking for passionate players who share our core values and will help us become THE industry…
Added 17 hours ago
SE
Senior Specialist, Offer Lifecycle Procurement
Schneider Electric
Calgary, AB · Montreal, QC
- Full-time
Added 18 hours ago
IB
Customer Experience Leader / Responsable de l’expérience en magasin
Indigo Books & Music
Laval, QC
- Full-time
Added 19 hours ago
I
Customer Experience Leader / Responsable de l’expérience en magasin
Indigo
Laval, QC
- $18 to $21.4 CAD / hour
- Full-time
Added 19 hours ago
GD
Customer Service Representative - Contract
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Mont-Royal, QC
- Contract
…GARAGE and DYNAMITE banners and represents the consumer-centric core of GDI's long-standing success as a leading retailer in North…
Added 21 hours ago
NN
1.0 LTO Northern Intermediate School
Near North District School Board
Sturgeon Falls, ON
- Full-time
Added 22 hours ago
IB
Customer Experience Leader
Indigo Books & Music
St. Catharines, ON
- Part-time
Added 23 hours ago
FC
Courier
FedEx Canada
Sudbury, ON · Greater Sudbury, ON
- Part-time
…incumbent resides in the province of Quebec, you must be bilingual (French and English). In addition to the usual factors used in the selection process, all candidates for positions that…
Added 23 hours ago
I
Customer Experience Leader
Indigo
St. Catharines, ON
- Part-time
Added 23 hours ago
IB
Seasonal Customer Experience Representative
Indigo Books & Music
Ottawa, ON
- Up to $17.95 CAD / hour
- Part-time
Bilingualism (French/English) is required for all positions in Québec; other languages an asset
Added 1 day ago
I
Seasonal Customer Experience Representative
Indigo
Ottawa, ON
- $17.95 CAD / hour
- Part-time
Bilingualism (French/English) is required for all positions in Québec; other languages an asset
Added 1 day ago
KD
Opérateur de Production | Production Operator
Keurig Dr Pepper Canada
Montreal, QC
- $28.4 CAD / hour
- Full-time
Added 1 day ago
SQ
Disability Payment Administrator
Sunlife Québec
Montreal, QC
- Full-time
Bilingualism (French, English, both oral and written) is required to answer calls from English and French speaking clients across Canada and worldwide.
Added 1 day ago
T
PLM Project Manager – 3DEXPERIENCE
Techso
Montreal, QC
- Full-time
At Techso, we value the quality of our projects and relationships over volume. Our core values - Fun, Trust, Efficiency, and Quality - guide both the way we work with our clients and how we…
Added 1 day ago
NB
Assistant Manager, Administration
National Bank of Canada
Winnipeg, MB
- Full-time
…mission is to have a positive impact on people’s lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever…
Added 1 day ago
NB
Collections Agent
National Bank of Canada
Winnipeg, MB
- Full-time
…mission is to have a positive impact on people’s lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever…
Added 1 day ago
NB
Banking Advisor
National Bank of Canada
Sturgeon Falls, ON
- Full-time
…mission is to have a positive impact on people’s lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever…
Added 1 day ago
NB
Wealth Management Associate
National Bank of Canada
Quebec, QC
- Full-time
…mission is to have a positive impact on people’s lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever…
Added 1 day ago
NB
Private banking associate
National Bank of Canada
Quebec, QC
- Full-time
…mission is to have a positive impact on people’s lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever…
Added 1 day ago
NB
Trading Support Analyst
National Bank of Canada
Montreal, QC
- Full-time
Reason to require this language: you will need to discuss frequently with our service providers or partners who speak a language other than French.
Added 1 day ago
NB
VIVCI - CONSEILLER BANCAIRE
National Bank of Canada
Montreal, QC
- Full-time
…mission is to have a positive impact on people’s lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever…
Added 1 day ago
NB
VIVCI - CONSEILLER BANCAIRE
National Bank of Canada
Montreal, QC
- Full-time
…mission is to have a positive impact on people’s lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever…
Added 1 day ago
NB
Banking Advisor
National Bank of Canada
Montreal, QC
- Full-time
Reason to require this language: you will need to serve clients who speak a language other than French regularly.

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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