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Added 10 mins ago
D
Manager
Desjardins
Levis, QC · Montreal, QC
- Full-time
Represent the organization and conduct business intelligence.
Added 10 mins ago
B
Regional Operations Manager, Cleaning Services
BGIS
MB · MB, Canada
- Part-time
Job Summary: Under the general supervision of the Regional Director of Operations the Regional Manager performs a variety of management tasks with emphasis on customer satisfaction and…
Added 10 mins ago
M
People Services AI Solutions & Configuration Lead
Manulife
Toronto, ON · Waterloo, ON
- Full-time
…capability, you will evaluate emerging technologies, translate business needs into scalable technical solutions, and help ensure our platforms evolve to meet changing colleague…
Added 24 mins ago
B
Sales Manager - SaaS (OTE: upto 130k)
BoomerangFX
Mississauga, ON
- $85,000 to $100,000 CAD / year
- Full-time
BoomerangFX is a global healthcare technology company bringing SaaS, artificial intelligence and digital marketing together to help private-pay healthcare practices operate and grow.…
Added 24 mins ago
CO
Project Manager - AI Building and Zoning Review
City of Niagara Falls
Niagara Falls, ON
- $54.58 to $68.22 CAD / hour
- Contract
The City of Niagara Falls is a dynamic and internationally renowned city with a prosperous business community and economic foundation anchored by tourism, manufacturing, retail and…
Added 24 mins ago
TC
DISTRIBUTION SALES EXECUTIVE
TP-Link Canada Inc.
Richmond Hill, ON
- $70,000 to $100,000 CAD / year
- Full-time
Salary Range: $70,000.00 - $100,000.00 (Salary is based upon candidate’s experience and qualifications, as well as market and business considerations).
Added 25 mins ago
IC
Trade Compliance & Logistics Manager
IDEX Corporation
Waterloo, ON
- Full-time
…controls, and continuous improvement initiatives to support business growth and customer…
Added 55 mins ago
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Mortgage Agent
Pineapple
ON · Ontario, Canada
- Full-time
…support, our platform, support, and culture is built to scale your business with speed, intelligence, and…
Added 55 mins ago
AA
Vice President, Business Development
AIP Asset Management
Winnipeg, MB · Greater Winnipeg Metropolitan Area
- Full-time
Capture business-development activity, investor and partnership pipeline development and asset flows in the firm's CRM and provide regular market intelligence and territory reporting to…
Added 55 mins ago
WC
(CAN) Gérant du service à la clientèle
Walmart Canada
Montreal, QC
- Full-time
Position Summary...Working as a Customer Service Manager at Walmart Canada is a great opportunity to build strong leadership and operational skills in a fast paced retail environment. In…
Added 55 mins ago
EG
Manager, IT Operations
Etraveli Group
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- Full-time
Act as the escalation point for anything IT-related that affects the business, and communicate status plainly to leadership when something is broken
Added 55 mins ago
S
CRM Analyst
Sagard
Toronto, ON · Montreal, QC
- Full-time
Reporting to the Senior Manager CRM Strategy, this role will execute against the DealCloud roadmap and vision, translating requirements into configured outcomes, clean data and reliable…
Added 1 hour ago
PC
HES Manager - Canada (East Region)
Parkland Corporation
Hamilton, ON
- Full-time
The HES Manager supports Health, Environment & Safety programs across Sunoco’s Canadian East Region operations. This role works closely with site leadership, unionized employees, and Joint…
Added 1 hour ago
PC
HES Manager - Canada (East Region)
Parkland Corporation
Hamilton, ON
- Full-time
The HES Manager supports Health, Environment & Safety programs across Sunoco’s Canadian East Region operations. This role works closely with site leadership, unionized employees, and Joint…
Added 1 hour ago
NA
Account Coordinator, Commercial SME
NFP, an Aon company (Canada)
Newmarket, ON
- Full-time
Manage the manual renewal process as directed by the Client Manager, including pre-renewal work, billing, invoicing, and premium financing.
Added 1 hour ago
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- Full-time
Added 1 hour ago
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…attractive career and professional development through the GHD Business…
Added 1 hour ago
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Assistant Store Manager - Reitmans
Reitmans (Canada) Ltée/Ltd
Oshawa, ON
- Full-time
Reporting to the Store Manager, join a team where your leadership will truly make an impact! As an Assistant Store Manager, you’ll help drive daily operations while motivating your team,…
Added 2 hours ago
SQ
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Sunlife Québec
Rouyn-Noranda, QC
- Full-time
…development. This experience will help you build your confidence and business acumen, establishing a solid foundation for your future success as an…
Added 2 hours ago
W
(CAN) Gérant du service à la clientèle
Walmart
Montreal, QC
- Part-time
Working as a Customer Service Manager at Walmart Canada is a great opportunity to build strong leadership and operational skills in a fast paced retail environment. In this role, you lead…
Added 2 hours ago
SC
District Manager, Northern Ontario and Manitoba (hybrid)
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Toronto, ON
- Full-time
The District Manager – Northern Ontario & Manitoba (Hybrid) is responsible for maximizing SiriusXM’s dealer performance through a balanced combination of in-person dealership support and…
Added 2 hours ago
K
Manager, Cybersecurity
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Calgary, AB
- Full-time
…challenges. Here, you can build momentum that reaches beyond our business, develop skills for the future, and take ownership of your career with support at every stage. Join a firm where…
Added 3 hours 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 3 hours 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 3 hours ago
NB
Senior Analyst - SSI Expert
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Indigo

Customer Experience Leader (Contract 18+ Months)

London, ON, Canada

$18.6 to $23.25 CAD / hour · Contract

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Job details

Pay: $18.6 to $23.25 CAD / hour
Job type: Contract
Apply by: Nov 28, 2026
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

Company 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.

This is a contract role.

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, 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 programs, service standards, loyalty initiatives, and omni-channel activities to improve customer engagement and sales results. Coach and develop employees, use customer feedback and business insights to improve service, and maintain operational, cash-handling, and safety standards.

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 relevant experience; candidates also need strong retail operations, communication, organization, 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
Cash Handling
Loyalty Program Execution
Customer Insights
Inventory Management
Operational Compliance
Communication
Problem-Solving
Planning And Organization
Adaptability
Health And Safety

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Retail Operations
Omni-Channel
Net Promoter Score
Sales Generation Leadership
R.E.A.D. Customer Service Model
Plum Loyalty Program
Manhattan Order Management
Voice Of The Customer
Cash Handling
Inventory Management
Pricing Accuracy
Promotional Execution
Customer Engagement
Team Coaching
Operational Compliance
Store Events
Social Media
First Aid Certification
Joint Health And Safety Committee
AI-Enabled Tools
Health And Safety

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