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Added 13 mins ago
PT
Director, Product Management (Hardware)
PAR Technology
Remote, Canada
- Full-time
- Remote
…Experience solutions, combining point-of-sale, digital ordering, loyalty and back-office software solutions as well as industry-leading hardware and drive-thru offerings. To learn more,…
Added 1 day ago
IB
Customer Experience Leader / Responsable de l’expérience en magasin
Indigo Books & Music
Laval, QC
- Full-time
Fidélisation (acquisition de membres plum et d’adresses courriel)
Added 1 day ago
I
Customer Experience Leader / Responsable de l’expérience en magasin
Indigo
Laval, QC
- $18 to $21.4 CAD / hour
- Full-time
Fidélisation (acquisition de membres plum et d’adresses courriel)
Added 1 day ago
P
Assistant Store Manager
Pandora
Waterloo, ON
- $25.7 to $32.1 CAD / hour
The Assistant Store Manager (ASM) will be the ultimate Pandora Fan. As the ASM you will fully immerse yourself in our brand, culture, and product, taking immense pride in delivering…
Added 1 day ago
P
Assistant Store Manager
Pandora
Waterloo, ON
- Full-time
The Assistant Store Manager (ASM) will be the ultimate Pandora Fan. As the ASM you will fully immerse yourself in our brand, culture, and product, taking immense pride in delivering…
Added 1 day ago
IB
Customer Experience Leader
Indigo Books & Music
St. Catharines, ON
- Part-time
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…
Added 1 day ago
I
Customer Experience Leader
Indigo
St. Catharines, ON
- Part-time
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…
Added 2 days ago
Global Account Manager
WestJet Group
Calgary, AB
Reporting to the Manager, Agency & Specialty Sales, the Global Account Manager leads air sales efforts to maximize revenue and drive market share growth within a portfolio of online travel…
Added 2 days ago
Retail Ontario-Account Manager, Ontario
United Services Group
Ottawa, ON · Gatineau, QC
…customers across the assigned area within a territory to ensure loyalty, satisfaction, and retention. The successful candidate will serve as the key liaison between United and its…
Added 2 days ago
QT
Regional Sales Manager
Quest Talent Search Solutions Ltd.
Toronto, ON · Greater Toronto Area, Canada
- $100,000 to $120,000 CAD / year
- Full-time
We're looking for an experienced Regional Sales Manager to lead market expansion, develop a high-performing sales team, and drive new customer acquisition across the transportation,…
Added 2 days ago
Digital Experience & Customer Marketing Specialist
Superior Plus Propane Talent Acquisition
ON
Reporting to the Senior Marketing Manager, Brand and Communications, the Digital Experience & Customer Marketing Specialist executes and optimizes customer-facing digital experiences and…
Added 2 days ago
ES
Software Engineering Team Lead
Exchange Solutions
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Answer technical questions from Product, Technical Solutions Architecture, QA, and IT Operations directly, without routing everything through your Manager.
Added 2 days ago
C
Gas Bar and Convenience Store Manager
Co-op
Portage la Prairie, MB
- Full-time
Homestead Co-op is hiring a Full Time Gas Bar and Convenience Store Manager at our Austin and MacGregor Gas Bar location.
Added 2 days ago
C
Gas Bar and Convenience Store Manager
Co-op
Carman, MB
- Full-time
Homestead Co-op is hiring a Full Time Gas Bar and Convenience Store Manager at our Carman Gas Bar location.
Added 3 days ago
R
Relationship Manager Intern, Commercial Financial Services
RBC
Markham, ON · Mississauga, ON · Richmond Hill, ON · Toronto, ON · Vaughan, ON
- Full-time
As our Relationship Manager Intern, you are in a proactive, face-to-face client relationship role in RBC’s Commercial Banking platform. The program is based primarily in a Commercial Centre…
Added 3 days ago
T
Senior Analyst, Marketing Delivery
TD
Toronto, ON
- Full-time
…design, execute, and measure campaign performance to drive acquisition, retention, and engagement across the portfolio. You will work closely with key partners across Marketing and Business…
Added 3 days ago
WF
Insurance Advisor
Western Financial Group
Winnipeg, MB
- Full-time
…national book of small business accounts. You will report to the Manager, Growth Administration and have the opportunity to offer this new and dynamic service for our clients under a…
Added 3 days ago
TM
Ice Cream Canada Associate Category Insights Manager
The Magnum Ice Cream Company
Toronto, ON
- Full-time
The Category Insights Associate Manager uncovers meaningful insights from consumer, shopper, and point-of-sale data to fuel portfolio and brand growth for the Canadian Ice Cream business.…
Added 3 days ago
MR
Ice Cream Canada Associate Category Insights Manager
Magnum RFM Ice Cream, Inc. (Selecta Philippines)
Toronto, ON
- Full-time
The Category Insights Associate Manager uncovers meaningful insights from consumer, shopper, and point-of-sale data to fuel portfolio and brand growth for the Canadian Ice Cream business.…
Added 3 days ago
MI
Loyalty Marketing Specialist
Metro Inc.
Toronto, ON · Etobicoke, ON
- Full-time
The Loyalty Marketing Specialist supports the planning, coordination and execution of the Moi Rewards program in Ontario, connecting coalition priorities with banner and cross-functional…
Added 3 days ago
MM
Client Advisor, MaxMara Toronto
Max Mara Fashion Group
Toronto, ON
- $20 to $22 CAD / hour
- Full-time
Proactively acquire new clients while nurturing and retaining an existing client book, consistently meeting conversion and loyalty goals
Added 3 days ago
C
Relationship Manager, Business Banking
CIBC
Toronto, ON
- Full-time
As a member of Business Banking team, you’ll be reporting to the Director or Senior Manager & Team Lead, Business Banking, providing new and existing clients with an exceptional client…
Added 3 days ago
C
Associate Relationship Manager, Business Banking
CIBC
Calgary, AB
- Full-time
As a member of Business Banking team, you’ll be reporting to the Director or Senior Manager, of Business Banking, providing new and existing clients with an exceptional client experience to…
Added 3 days ago
Sales Representative
Sherwin-Williams
Quebec, QC
Develop weekly selling plan and conduct sales calls accordingly, occasionally in conjunction with servicing Store/Facility Manager.
Added 4 days ago
MM
Director, Marketing
Mitsubishi Motor Sales of Canada, Inc.
Mississauga, ON
- $155,000 to $170,000 CAD / year
- Full-time
MMSCAN does not utilize AI to review or assess applicants. All screening is conducted internally by a member of the HR team and/or the hiring manager.

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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