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Added 3 mins ago
MC
Manager, Business Banking Credit
Meridian Credit Union
Guelph, ON
- $79,100 to $110,000 CAD / year
- Full-time
Reporting to the Director, Sales & Service, the Manager, BBC Business Banking Credit role interfaces closely with Business Banking Centre (“BBC”) management and Business Credit Department…
Added 3 mins ago
X
Software Developer
Xe.com
Newmarket, ON
- Full-time
…managing their foreign exchange risk or trusted us with their business-critical international…
Added 18 mins ago
JS
Product Support Technical Specialist
Jonas Software
Markham, ON · Canada - Markham - Ontario
- Full-time
Jonas’ vision is to be the branded global leader across the aforementioned seven vertical markets and to be recognized by customers and respective industry stakeholders as the trusted…
Added 33 mins ago
JC
Product Support Technical Specialist
Jonas Club Software
Markham, ON · Canada - Markham - Ontario
- Full-time
Jonas’ vision is to be the branded global leader across the aforementioned seven vertical markets and to be recognized by customers and respective industry stakeholders as the trusted…
Added 1 hour ago
T
Software Engineer II - Angular UI
TD
Toronto, ON
- Full-time
Develop new features and perform unit / component test for new application development initiatives aligned to business needs and in accordance with technology architecture standards
Added 1 hour ago
C
Director, Business Banking - Bilingual
CIBC
Montreal, QC
- Full-time
As CIBC continues to build a more modern, convenient and client focused bank, the Director, Business Banking is the local market leader who leads and inspires their team to deliver on our…
Added 1 hour ago
IF
Senior Underwriter, Prestige
Intact FC
Toronto, ON
- Full-time
Act as leader within the business unit and display the ability to engage the team
Added 1 hour ago
R
Finance Analyst
RTX
Midland, ON
- Full-time
Raytheon ELCAN is a global leader in high-precision optical systems. Our commitment to innovation, quality, and excellence spans over 70 years has earned us a reputation for delivering…
Added 2 hours ago
SA
Customer Account Leader Assc (Helicopter Business Unit)
Standard Aero
Winnipeg, MB
- Full-time
The Helicopter Business Unit is in search of an Associate Customer (Service) Account Leader to work in its Plant #4 facility in Winnipeg. This position is targeted for junior candidates to…
Added 2 hours ago
AM
Sr. Systems Design Engineer
Advanced Micro Devices, Inc
Markham, ON
- Full-time
The AMD S3 Business Unit IP Systems Engineering team is seeking an energetic, dynamic, experienced IP Systems Engineer to join our growing team. We work with customers to develop new…
Added 2 hours ago
NS
Quality & Patient Safety Leader - Patient Safety
Nova Scotia Health Authority
Halifax, NS
- Full-time
Reporting to the Manager, Quality Improvement & Safety, the Quality Improvement & Safety Leader will provide leadership within NSH’s overall provincial and zone programs for quality,…
Added 3 hours ago
EG
Manager, IT Operations
Etraveli Group
Toronto, ON
- Full-time
Experience running IT as a subsidiary or business unit inside a larger group
Added 3 hours ago
A
Représentant(e) des ventes, nouvelles affaires - Marché intermédiaire/Mid-Market Account Executive - New Business
ADP
Montreal, QC
- Full-time
Added 3 hours ago
A
Représentant(e) Ventes internes/Inside Sales Representative
ADP
Montreal, QC
- Full-time
Added 4 hours ago
Quality & Patient Safety Leader - Patient Safety
Nova Scotia Health and IWK Health
Halifax, NS
Reporting to the Manager, Quality Improvement & Safety, the Quality Improvement & Safety Leader will provide leadership within NSH’s overall provincial and zone programs for quality,…
Added 4 hours ago
RM
Supervisor, Centralized Scheduling
Ross Memorial Hospital
Kawartha Lakes, ON · Lindsay, ON
- Full-time
…provides orthopedics and ophthalmology, operates a dialysis unit, and is renowned for its mental health programs and restorative seniors care. The Ross family takes pride in providing…
Added 5 hours ago
VA
Manager, Compensation and Benefits
Vancouver Airport Authority
Vancouver, BC
- Full-time
We’re looking for a leader who is also a strong business partner. You build credibility with leaders by understanding their challenges, offering clear advice and following decisions through…
Added 5 hours ago
M
Dynamics 365 CRM Solution Engineer
Microsoft
Calgary, AB · Edmonton, AB · Vancouver, BC · Ottawa, ON · Toronto, ON
- Full-time
Partner closely with the Customer Success Unit (CSU) and deployment teams to ensure customers realize measurable value from their Dynamics 365 investments. Establish deployment success…
Added 6 hours ago
AH
Manager
Alberta Health Services
Red Deer, AB
- Temporary
Are you a dynamic, compassionate leader with a passion for advancing Respiratory Care? Red Deer Regional Hospital (RDRHC) Women Children’s & Respiratory Services is seeking a dedicated…
Added 6 hours ago
O
Sr. Director, Product Management, AI Product Strategy
OpenText
Waterloo, ON
- Temporary
…Agentic AI product portfolios within the Content Management Business Unit. This senior leadership role will shape OpenText’s AI product roadmap and execution, driving innovation at scale…
Added 7 hours ago
MN
Loblaws Food Sampling Brand Ambassador - Sarnia
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Sarnia, ON
- Internship
…more than 30 years of industry expertise, we are a trusted leader in sales and marketing…
Added 9 hours ago
CC
Manager – Acute Care/Emergency
Canadian College of Health Leaders - Northwestern Ontario Chapter
Rocky Mountain House, AB
- Full-time
…Emergency Department, while supporting the vision, mission, and business plan of Alberta Health…
Added 9 hours ago
TI
Customer Experience Representative
Techtronic Industries Canada Inc. - TTI Canada
Toronto, ON
- Full-time
Are you ready to lead the way in shaping an empowering work environment with a global leader in power tools, accessories and hand tools? At TTI, we are known for our innovative products,…
Added 9 hours ago
HG
Vice-président(e) exécutif(ve) (VPE)
Harris Global Business Services (GBS)
Quebec, QC
- Full-time
…pleine responsabilité des résultats financiers (P&L), pour un(e) leader d’affaires chevronné(e) qui est, avant tout, un(e) leader humain(e) et un partenaire de confiance pour nos…
Added 9 hours ago
DA
Sales Engineer
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Kirkland, QC
- Full-time
Turn Technical Expertise into Business Opportunities

Indigo

Customer Experience Leader

Brandon, MB, Canada

$17.5 to $22.5 CAD / hour · Part-time

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Job details

Pay: $17.5 to $22.5 CAD / hour
Job type: Part-time
Apply by: Apr 27, 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 29, 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

Leads store-level customer experience programs, coaches employees on service and sales behaviors, and supports loyalty, promotional, and omni-channel activities. Uses customer feedback and business insights to improve service results while maintaining operational, cash-handling, and safety 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; candidates also need strong retail operations, communication, organization, and problem-solving skills, schedule flexibility, and the ability to lift up to 40 pounds.

Skills

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

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Retail Operations
Net Promoter Score
Net Sales
Profitability
Plum Loyalty
Email Acquisition
Sales Generation Leadership
R.E.A.D. Customer Service Model
Omni-Channel
Manhattan Order Management
Online Returns
Voice Of The Customer
Cash Handling
Operational Controls
Inventory Management
Pricing Accuracy
Merchandising
Customer Events
Staff Picks
Indigo Love Of Reading
Social Media
First Aid
Joint Health And Safety Committee
AI-Enabled Tools

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