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Added 6 hours ago
LM
Department Manager
La Maison Simons
BC · Park Royal South
- Full-time
As the Department Manager, you’ll be a vital leader on the sales floor, overseeing daily interactions and ensuring that every engagement between employees and customers embodies the…
Added 13 hours ago
H
Account Director
HRVST
Remote, Canada
- $90,000 to $105,000 CAD / year
- Full-time
- Remote
A proper home office setup: Every team member is outfitted with a new MacBook Pro and an external monitor so you are set up for success from day one.
Added 14 hours ago
IB
Customer Experience Leader / Responsable de l’expérience en magasin
Indigo Books & Music
Laval, QC
- Full-time
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…
Added 15 hours ago
I
Customer Experience Leader / Responsable de l’expérience en magasin
Indigo
Laval, QC
- $18 to $21.4 CAD / hour
- Full-time
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…
Added 19 hours ago
IB
Customer Experience Leader
Indigo Books & Music
St. Catharines, ON
- Part-time
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…
Added 20 hours ago
I
Customer Experience Leader
Indigo
St. Catharines, ON
- Part-time
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…
Added 23 hours ago
Electrical Engineer
SMART Technologies
Calgary, AB
…enough that you don’t get lost in the crowd. Our continued success is possible because of our ‘Best in Class’ culture and unique talents of every individual at…
Added 1 day ago
Technical Publications Manager
Tigercat | MacDonald Steel
Brantford, ON
We are seeking a Technical Publications Manager to lead and evolve our technical documentation function. This role combines technical understanding, strategic planning, process improvement,…
Added 1 day ago
N
Senior Product Manager
nesto
Montreal, QC
- Full-time
nesto is Canada’s leading digital residential mortgage lender, offering Canadians the lowest rates from the get-go - with total transparency and no haggling.
Added 1 day ago
NB
Wealth Associate
National Bank of Canada
London, ON
- Full-time
…400,000 clients in about 100 branches. Reporting to the regional manager, you will team up with a wealth advisor to offer an exceptional client experience. Collaboration and partnership…
Added 1 day ago
NB
Wealth Associate
National Bank of Canada
Ottawa, ON
- Full-time
…400,000 clients in about 100 branches. Reporting to the regional manager, you will team up with a wealth advisor to offer an exceptional client experience. Collaboration and partnership…
Added 1 day ago
T
Personal Banking Associate (Part time, 18.75h)- Charlesbourg
TD
Quebec, QC
- Part-time
Engage customers in day-to-day advice needs, service transactions, digital education, and customer problem resolution related to banking solutions
Added 1 day ago
T
Personal Banking Associate (Full time)- Beauport
TD
Quebec, QC
- Full-time
Engage customers in day-to-day advice needs, service transactions, digital education, and customer problem resolution related to banking solutions
Added 1 day ago
GD
DYNAMITE - Sales Assistant Manager - Place Rosemere
Groupe Dynamite, Inc Garage
Rosemère, QC
- Full-time
Reporting to the Store Manager, your main focus as Sales Assistant Manager is to assist the Store Manager by providing leadership that optimizes sales results, with specific ownership of…
Added 1 day ago
FL
Assistant Manager
Foot Locker
Edmonton, AB
- Full-time
Leverage retail technology and digital tools to enhance the customer experience, enable associates on the sales floor, and support efficient store operations.
Added 1 day ago
FL
Assistant Manager
Foot Locker
AB · Rocky View, Alberta
- Full-time
Leverage retail technology and digital tools to enhance the customer experience, enable associates on the sales floor, and support efficient store operations.
Added 1 day ago
M
Manager, Member Education
Manulife
Toronto, ON · Waterloo, ON
- Full-time
As Manager of the Member Education Consultant (MEC) team, you will play a dual role: leading a subset of communication consultants while managing your own portfolio of large national…
Added 1 day ago
HT
IT Internal Auditor
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM a company with a strong foundation built on innovation, close customer relationships, a strong sense of community and a unique culture and values. We are looking for…
Added 1 day ago
G
Sales Manager, Hospitality and Events
GoodWork.ca
Toronto, ON · Greater Toronto Area, Canada
- Full-time
The Sales Manager is an experienced hospitality and events professional responsible for developing and executing creative sales strategies for Evergreen Brick Works event spaces, services…
Added 1 day ago
A
Senior AEM Architect
Accenture
Calgary, AB · Ottawa, ON · Toronto, ON · Montreal, QC
- Full-time
Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design;…
Added 1 day ago
HS
Legal Support Assistant
HPJV Solicitors
Legal, AB
- Full-time
…underpinned by our Lexcel and CQS accreditations. Our continued success is founded on the quality of our people, and we are committed to providing a professional, inclusive environment in…
Added 1 day ago
BB
Central Repository Manager
Bosch Building Technologies North America
Vancouver, BC
- Full-time
Job Summary: The Central Repository Manager leads the organization’s master data function and is accountable for the accuracy, integrity, security, and governance of vendor, subcontractor,…
Added 1 day ago
'
Agriculture Supply Analyst
''
Toronto, ON
- Full-time
At McCain, our leadership principles guide how we engage with customers, collaborate as a team, and achieve success. We focus on understanding customer needs, driving innovation, empowering…
Added 1 day ago
PL
Marketing Manager
Pomeroy Lodging
Kananaskis, AB
- Full-time
As a Marketing Manager, you will be responsible for developing and implementing effective marketing strategies to drive brand awareness, customer engagement, and revenue growth. This role…
Added 1 day ago
W
Junior Sales and Client Experience Associate
WEISSACH
Vancouver, BC
- Full-time
…from the ground up, working alongside an experienced sales manager in a professional, relationship-driven…

Indigo

Customer Experience Leader

St. Catharines, ON, Canada

Part-time

Apply About employer

Applications open in a new tab.

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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