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Added 13 mins ago
LC
Deli Assistant Department Manager Part Time Day Greenlight Requisition
Loblaw Companies Limited
Vancouver, BC
- Part-time
Whether we are shopping for our weekly essentials, a big celebration or checking out the new products and deals our team members are there to give excellent customer service and memorable…
Added 43 mins ago
TA
SALES LEAD - PART TIME
The Aldo Group Inc / Le Groupe Aldo Inc.
Dieppe, NB
- Part-time
Reporting to the Store Manager, the Part-Time Sales Lead plays a key role in driving results and supporting the team. You lead by example by helping hit sales targets, coaching associates,…
Added 58 mins ago
OR
Samsung Sales Associate - Bramalea City Centre - Part-Time
OSL Retail Services Inc
Brampton, ON
- Part-time
- Other
…Samsung Experience Stores across Canada. Samsung is a global leader in technology, opening new possibilities for people…
Added 1 hour ago
MAC Key Holder - Part Time -Quartier Dix-30, Brossard, QC
Estée Lauder Companies
Brossard, QC
We are looking for a dynamic and inspirational Key Holder to support the Store Manager and Assistant Manager to ensure the smooth efficient running of the Store. You will use your…
Added 2 hours ago
Team Lead-Retail
Roots
Toronto, ON
At Roots, our Team Leads are brand ambassadors who set the tone on the sales floor every shift. Reporting to the Store Manager, you’ll lead by example, coach teammates in the moment, and…
Added 2 hours ago
EL
MAC MARKVILLE MAC Artist seasonal
Estée Lauder Companies
Markham, ON
- Full-time
You will also like working as part of a high performing team to create impact with in-store events and to ensure that the store always achieves our high standards of visual merchandising to…
Added 2 hours ago
EL
Assistant Manager Assistant Store Manager
Estée Lauder Companies
Pointe-Claire, QC
- Full-time
We are seeking an inspirational and dynamic Assistant Store Manager to play a leading role in the success of the store/counter by supporting the Store Manager to lead, coach and develop our…
Added 2 hours ago
EL
Key Holder Key Holder
Estée Lauder Companies
Montreal, QC
- Full-time
We are looking for a dynamic and inspirational Key Holder to support the Store Manager and Assistant Manager to ensure the smooth efficient running of the Store. You will use your…
Added 2 hours ago
EL
Beauty Advisor/Artist Beauty Advisor
Estée Lauder Companies
Montreal, QC
- Full-time
You will also like working as part of a high performing team to create impact with in-store events and to ensure that the store always achieves our high standards of visual merchandising to…
Added 2 hours ago
EL
Beauty Advisor/Artist Freelancer/On-Call
Estée Lauder Companies
Calgary, AB
- Full-time
You will also like working as part of a high performing team to create impact with in-store events and to ensure that the store always achieves our high standards of visual merchandising to…
Added 2 hours ago
EL
MAC Fairview Mall MAC Artist Seasonal
Estée Lauder Companies
Toronto, ON
- Full-time
You will also like working as part of a high performing team to create impact with in-store events and to ensure that the store always achieves our high standards of visual merchandising to…
Added 2 hours ago
MAC PARK ROYAL: Part Time Beauty Advisor/Artist Freelancer/On-Call
Estée Lauder Companies
BC · West Vancouver, BC,CA
You will also like working as part of a high performing team to create impact with in-store events and to ensure that the store always achieves our high standards of visual merchandising to…
Added 2 hours ago
EL
Key Holder - The Cosmetics Company Store - Temp PT - Cookstown Tanger, Cookstown, ON
Estée Lauder Companies
Innisfil, ON
- Full-time
We are looking for a dynamic and inspirational Key Holder to support the Store Manager and Assistant Manager to ensure the smooth efficient running of the Store. You will use your…
Added 3 hours ago
Team Lead-Retail (Days, Evenings, Weekends)
Roots
Belleville, ON
At Roots, our Team Leads are brand ambassadors who set the tone on the sales floor every shift. Reporting to the Store Manager, you’ll lead by example, coach teammates in the moment, and…
Added 4 hours ago
LO
Licensed Optician London, ON-LensCrafters
Luxottica of America, Inc.
London, ON
- Full-time
LensCrafters is part of EssilorLuxottica, a global leader in the design, manufacture and distribution of world-class vision care products, including iconic eyewear, advanced lens technology…
Added 4 hours ago
GD
COMBO - Team Leader PT - Tsawwassen Mills
Groupe Dynamite, Inc Garage
Tsawwassen, BC
- Part-time
Reporting to the Store Manager, your main focus as a Team Lead is contributing to your store success by promoting a positive shopping experience for each customer, which will build and…
Added 4 hours ago
GD
COMBO - Team Leader FT - Tsawwassen Mills
Groupe Dynamite, Inc Garage
Tsawwassen, BC
- Part-time
Reporting to the Store Manager, your main focus as a Team Lead is contributing to your store success by promoting a positive shopping experience for each customer, which will build and…
Added 5 hours ago
IB
Customer Experience Leader / Responsable de l’expérience en magasin
Indigo Books & Music
Laval, QC
- Full-time
Added 5 hours ago
Key Holder - The Cosmetics Company Store - Temp PT - Cookstown Tanger, Cookstown, ON
ELC Beauty LLC
Cookstown, ON
We are looking for a dynamic and inspirational Key Holder to support the Store Manager and Assistant Manager to ensure the smooth efficient running of the Store. You will use your…
Added 5 hours ago
MAC MARKVILLE MAC Artist seasonal
ELC Beauty LLC
Markham, ON
You will also like working as part of a high performing team to create impact with in-store events and to ensure that the store always achieves our high standards of visual merchandising to…
Added 5 hours ago
EB
MAC PARK ROYAL: Part Time Beauty Advisor/Artist Freelancer/On-Call
ELC Beauty LLC
West Vancouver, BC
- Part-time
You will also like working as part of a high performing team to create impact with in-store events and to ensure that the store always achieves our high standards of visual merchandising to…
Added 6 hours ago
I
Customer Experience Leader / Responsable de l’expérience en magasin
Indigo
Laval, QC
- $18 to $21.4 CAD / hour
- Full-time
Added 6 hours 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 6 hours ago
TL
Seasonal Brick Specialist- Polo Park Winnipeg
the LEGO Group
Central Saanich, BC · Retail Store Polo Park
- Part-time
Join the LEGO® Brand Retail team as a Seasonal “Brick Specialist” and provide inspirational guest experiences in an interactive and vibrant store environment. We are looking for energetic,…
Added 6 hours 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…

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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