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Added 4 mins ago
ML
Human Resources Manager
Maple Leaf Homes Inc
Fredericton, NB
- Full-time
Role Description The Human Resources Manager is a full-time, on-site role based in Fredericton, NB. This role oversees day-to-day HR operations, including recruitment, onboarding, and…
Added 4 mins ago
WI
Project Manager, Power Delivery (Data Centres)
WSP in Canada
Toronto, ON
- Full-time
As a Senior Project Manager with experience in Data Centres, you will bring expertise to support the planning, development and execution of projects including Data Centres or traditional…
Added 4 mins ago
VA
Manager, Compensation and Benefits
Vancouver Airport Authority
Vancouver, BC
- Full-time
This role is responsible for both the performance of existing programs and the development of new approaches that meet the needs of YVR and its employees. The Manager brings together market…
Added 4 mins ago
JI
Paid Media Specialist
Jumbo Interactive
Calgary, AB
- Full-time
· Contribute to the development of integrated paid media strategies and plans aligned with campaign objectives, target audiences, budgets, and performance goals.
Added 20 mins ago
LC
Engineer - Program Manager
Linamar Corporation
Guelph, ON
- Full-time
The Engineer – Program Manager Position is responsible for independently working as a
Added 34 mins ago
NS
Clinical Nurse Educator - Community Site
Nova Scotia Health Authority
Hunts Point, NS
- Full-time
Reporting to the Manager, Interprofessional Practice and Learning, Western Zone, the Clinical Nurse Educator (CNE) is responsible (in collaboration with key stakeholders) for the…
Added 34 mins ago
NB
Account Manager Commercial Banking
National Bank of Canada
Quebec, QC
- Full-time
A career as Account Manager in the Commercial & Wealth management team means having the responsibility of growing the portfolio of business clients assigned to you. The varied and complex…
Added 34 mins ago
NB
Senior Wealth Associate
National Bank of Canada
Medicine Hat, AB
- Full-time
…You will work closely with investment advisors, a portfolio manager and other professionals, playing an important role in client service, financial planning, business development and the…
Added 34 mins ago
NB
Senior Account Manager Commercial Banking
National Bank of Canada
Terrebonne, QC
- Full-time
A career as Account Manager in the Commercial & Wealth management team means having the responsibility of growing the portfolio of business clients assigned to you. The varied and complex…
Added 34 mins ago
DT
Heavy Duty Mechanics - 7 days on/off
Diamond Truck Centre - Langley
Fort McMurray, AB
- $51 to $77.5 CAD / hour
- Full-time
Comprehensive OEM level training program for both diesel engines and Electric Vehicles (EV)
Added 34 mins ago
NB
Senior Analyst - SSI Expert
National Bank of Canada
Montreal, QC
- Full-time
…of approximately 160 colleagues and report to an Operations Manager. Our team stands out for its expertise in derivative products and settlement processes, its collaborative mindset, and…
Added 34 mins ago
NB
BANKING ADVISOR
National Bank of Canada
Sainte-Thérèse, QC
- Full-time
This role offers opportunities for development. By obtaining your mutual fund representative licence, if you don’t already have it, you’ll be able to progress in your role and expand your…
Added 34 mins ago
NB
Manager Commercial Credit Risk
National Bank of Canada
Montreal, QC
- Full-time
A career as a Commercial Credit Risk Manager at National
Added 34 mins ago
NB
Wealth Associate
National Bank of Canada
Calgary, AB
- Full-time
Analyze client accounts to prepare for activities that support wealth advisors in their business development
Added 35 mins ago
Salesforce Technical Architect - Financial Services Cloud, Marketing Cloud & Data360 - Manager
EY
Toronto, ON · Montreal, QC
Hands-on development within Agentforce Marketing / Marketing Cloud Next (and Marketing Cloud Engagement where clients haven't migrated): journeys, AMPscript/SSJS, Journey Decisioning,…
Added 1 hour ago
AH
Occupational Therapist II - Rehabilitation Oncology
Alberta Health Services
Grande Prairie, AB
- Part-time
…comprehensive care. You will also have the ability to develop services, program and patient education materials. Reporting to the Manager, Supportive Care, the OTII will provide adult…
Added 1 hour ago
AH
Physiotherapist II
Alberta Health Services
Spirit River, AB
- Full-time
…complex clinical cases and provide clinical leadership within the program or service area to ensure safe, efficient and effective care. You will ensure physiotherapy practice is evidence…
Added 1 hour ago
AH
Physiotherapist I
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Part-time
…Edmonton Zone Continuing Care provides services through five main program areas: Home Living, Supportive Living, Facility Living, Transition Services and Specialty Programs. The Specialty…
Added 1 hour ago
AH
Physiotherapist I
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Part-time
…a temporary 0.4 FTE role. Under general supervision of the Manager, Supportive Care, North, PT position is responsible for the assessment and treatment of patients referred to program,…
Added 1 hour ago
AH
Assistant Head Nurse
Alberta Health Services
Calgary, AB · Greater Calgary Metropolitan Area
- Part-time
…District Health Services Acute Care Unit. Reporting to the Manager, the AHN provides effective clinical leadership to the ED and acts as a resource for the multidisciplinary team, patients,…
Added 1 hour ago
AH
Speech Pathologist II
Alberta Health Services
Calgary, AB · Greater Calgary Metropolitan Area
- Part-time
…Under general supervision from the Allied Health Assistant Manager, you will be responsible for the assessment and treatment of patients referred to the service as well as development,…
Added 1 hour ago
AH
Assistant Head Nurse
Alberta Health Services
Calgary, AB · Greater Calgary Metropolitan Area
- Part-time
…District Health Services Acute Care Unit. Reporting to the Manager, the AHN provides effective clinical leadership to the ED and acts as a resource for the multidisciplinary team, patients,…
Added 1 hour ago
GE
Hospitality F&B Assistant Manager
Grey Eagle Resort & Casino
Calgary, AB
- Full-time
Reporting to the Restaurant Manager is responsible to provide leadership with the team and takes ownership of daily operations. The ability to react to situations that need a sense of…
Added 1 hour ago
NR
Program Specialist
Niagara Region
ON · Niagara, ON
- Full-time
…wellness centre, access to the Employee and Family Assistance Program (EFAP), mentorship and training programs, employee recognition programs, and more. In addition, the Region recognizes…
Added 1 hour ago
AH
Manager
Alberta Health Services
Red Deer, AB
- Temporary
…Women Children’s & Respiratory Services is seeking a dedicated manager to lead our Respiratory Program at RDRHC. Reporting to the Patient Care Manager, the Program Manager is accountable…

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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