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Added 11 mins ago
LV
MERCHANDISE PLANNING ANALYST-EN
La Vie En Rose
Montreal, QC
- Full-time
Reporting to the Merchandise Planning Manager, and in collaboration with the departments associated with merchandising, the position holder will contribute to the forecasting of sales and…
Added 11 mins ago
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Partner Account Manager
Taiv
Winnipeg, MB
- Full-time
We are looking for a Partner Account Manager to join our growing team!
Added 11 mins ago
M
Sr Manager of Sales - Growth Channels
Mattel
Mississauga, ON
- Full-time
The Sr. Manager, Sales will lead the day-to-day management of one of Mattel’s retail partners. Reporting to the Head of Sales, this role is responsible for developing and executing account…
Added 11 mins ago
RB
Client Advisor
Royal Bank of Canada
Truro, NS
- Part-time
…capabilities, you can build a great career with us as a future Account Manager/Banking…
Added 12 mins ago
RB
Client Advisor
Royal Bank of Canada
Crystal City, MB
- Part-time
…capabilities, you can build a great career with us as a future Account Manager/Banking…
Added 25 mins ago
LC
Merchandiser, Hourly Part Time Day
Loblaw Companies Limited
Conception Bay South, NL
- Part-time
Supports Front Store Manager/Assistant Front Store Manager in maintaining the quality and standards
Added 25 mins ago
MC
Sr Project Manager Delivery Lead (35688)
Myticas Consulting
Toronto, ON
- Contract
Collaborate with cross-functional delivery teams, SMEs, and pre-sales teams to support project scoping, Statements of Work (SOWs), and Change Requests.
Added 25 mins ago
C
Gestionnaire principal(e), Santé, sécurité et environnement, multisites / HSE Multi-Site Sr Manager
CBRE
Montreal, QC
- Full-time
As a HSE Multi-Site Sr Manager, you will oversee health, safety, and environmental programs for multiple client sites, ensuring compliance and promoting operational excellence across…
Added 25 mins ago
TS
Associate – Front Office Quant Engineer
TD Securities
Toronto, ON
- Full-time
…engineering, and capital markets, QED partners with trading, sales, structuring, and technology teams globally to deliver innovative solutions that advance the firm's analytical…
Added 25 mins ago
A
Global Head of Professional Services
Ashby
Canada
- Full-time
Our Professional Services organization plays a critical role across the customer journey, from helping Sales win complex Enterprise deals to ensuring customers successfully implement Ashby…
Added 25 mins ago
TB
Manager, Fulfillment (TBS)
The Beer Store
Bolton, ON
- Full-time
We are currently searching for a Manager, Fulfillment (TBS), reporting to the Senior Manager, Supply Chain Planning. This vacancy is a full-time, permanent opportunity. The Manager,…
Added 25 mins ago
II
Warehouse Manager
Inland Industrial Supply Ltd.
AB · Edmonton, AB
- Full-time
Inland Industrial Supply Ltd. is looking for an experienced Warehouse Manager to lead our warehouse and logistics operations. This is a key leadership role responsible for the people,…
Added 25 mins ago
LC
Merchandiser, Hourly Part Time Flexible Shifts
Loblaw Companies Limited
Oakville, ON
- Part-time
Supports Front Store Manager/Assistant Front Store Manager in maintaining the quality and standards
Added 25 mins ago
I
CPS Sourcing Category Manager
IBM
Toronto, ON
- $86,100 to $159,900 CAD / year
- Full-time
…category expertise in client interactions, due diligence, and sales support, promoting effective stakeholder engagement and…
Added 25 mins ago
LV
INTERM ASSISTANT MANAGER-EN
La Vie En Rose
Rouyn-Noranda, QC
- Full-time
Analyze sales results with your manager and come up with innovative solutions to improve them;
Added 25 mins ago
C
Part-Time Manager
Claire's
Nanaimo, BC
- $18 to $19 CAD / hour
- Part-time
Team Collaboration: Support your Store Manager by motivating the team, sharing sales tips, and creating a positive, high-energy vibe that customers (and coworkers) love.
Added 25 mins ago
B
Development Associate, Residential Real Estate Development
Broccolini
Toronto, ON
- Full-time
…residential projects. You will work closely with the Development Manager and cross-functional teams to drive projects from the initial concept stage through to completion. Depending on your…
Added 25 mins ago
NF
SAP Clerk- FT
No Frills
Dartmouth, NS
- Full-time
We’re looking for Talented Passionate Leaders with a proven record of delighting customers and growing sales. As a Manager in, you will have an immediate impact on sales and customer…
Added 25 mins ago
S
Produce Clerk (Full Time)
Sobeys
Cambridge, ON
- Full-time
Loading and unloading of product for the sales floor
Added 25 mins ago
LV
ASSISTANT MANAGER-EN
La Vie En Rose
Saskatoon, SK
- Full-time
Analyze sales results with your manager and come up with innovative solutions to improve them;
Added 25 mins ago
OO
Senior Manager, OCS.ca & eCommerce
OCS Ontario Cannabis Store
Toronto, ON
- Full-time
We are looking for Senior Manager, OCS.ca & eCommerce to join the OCS in a brand new role and be responsible for the commercial performance, optimization, and day-to-day management of the…
Added 25 mins ago
R
Programmatic Specialist, Advertising, Digital Services (Media Solutions) (Hybrid/Telework)
Radio-Canada
Montreal, QC
- Full-time
…The ideal candidate will serve as a key liaison between our sales team and demand-side partners, ensuring our inventory is effectively monetized and our revenue goals are…
Added 25 mins ago
LV
JUNIOR ASSISTANT MANAGER-EN
La Vie En Rose
Abbotsford, BC
- Full-time
As a member of the management team, you will support the assistant manager and manager in achieving sales goals, maintaining our company standards and motivating your team to excel.
Added 25 mins ago
L
LensCrafters - Store Manager 2 - #949 Capilano Village, BC
LensCrafters
North Vancouver, BC
- Full-time
The overall mission of the Store Manager is to be a leader within the LensCrafters organization. The Store Manager delivers key performance indicators by integrating the Brand Story and…
Added 25 mins ago
C
Part-Time Manager
Claire's
Calgary, AB
- $16 CAD / hour
- Part-time
Team Collaboration: Support your Store Manager by motivating the team, sharing sales tips, and creating a positive, high-energy vibe that customers (and coworkers) love.

Indigo

Customer Experience Leader

Red Deer, AB, Canada

$16 CAD / hour · Full-time

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Job details

Pay: $16 CAD / hour
Job type: Full-time
Apply by: May 4, 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: Nov 5, 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 customer experience programs and coaches employees to deliver consistent service, build customer loyalty, and achieve sales and engagement goals. Oversees customer-facing and omni-channel execution, uses customer feedback to improve service, and supports operational standards, team development, and store objectives.

Requirements

Requires 1–3 years of leadership experience in specialty retail or a multi-unit 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, planning, communication, and problem-solving skills, schedule flexibility, and the ability to perform physical store duties.

Skills

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

Visa sponsorship

Not detected in the job text

Keywords

Retail Operations
Customer Experience
Net Promoter Score
Sales Generation Leadership
R.E.A.D. Customer Service Model
Omni-Channel
Manhattan Order Management
Plum Loyalty Program
Voice Of The Customer
Cash Handling
Cash Office
Inventory Management
Pricing Accuracy
Promotional Execution
Customer Events
Author Signings
Store Social Media
Consignment Programs
Customer Pickups
Online Returns
Health And Safety
First Aid Certification
Joint Health And Safety Committee
AI-Enabled Tools

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