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Added 12 mins ago
FO
IT Business Systems Administrator
Focus on the Family Canada
Langley (District), BC · Langley, BC
- Internship
Be part of a mission-driven team that makes a tangible difference in the lives of families.
Added 12 mins ago
RS
RT2 Technician
Rockwood Service Corporation
Rocky View No 44, AB · Rocky View County, AB
- Full-time
…product, we strive to offer leading edge technology and our team of technicians are driven to provide the highest quality…
Added 27 mins ago
MS
Human Resources Coordinator
Marinus Services
Halifax, NS
- Full-time
Proficient using Microsoft 365 and learning HR systems and digital tools.
Added 27 mins ago
ES
Maintenance Technician II - Building Operator
Equans Services Canada & US
Surrey, BC
- Full-time
…optimize their use in the context of their energy, industrial and digital transitions. Equans is a Bouygues group…
Added 27 mins ago
ES
Maintenance Supervisor: Grounds & Fabric
Equans Services Canada & US
Surrey, BC
- Full-time
…optimize their use in the context of their energy, industrial and digital transitions. Equans is a Bouygues group…
Added 27 mins ago
T
Fraud Detection Analyst, Bilingüal (French) (12 Month Contract)
Tangerine
Toronto, ON
- Contract
At Tangerine, we’re redefining banking. As Canada’s leading digital bank, we thrive on innovation, agility, and bold thinking, tackling every challenge head-on with leading technology and…
Added 27 mins ago
O
Senior Software Developer (Bilingual)
OpenText
Ottawa, ON
- Full-time
We are looking for a Senior Backend Software Developer to join our development team at OpenText. Our team builds and evolves a public, multi-tenant Software-as-a-Service (SaaS) cloud…
Added 27 mins ago
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Sr. Software Developer (Bilingual)
OpenText
Ottawa, ON
- Full-time
…key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and…
Added 27 mins ago
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Buyer
Andrews
Toronto, ON
- Full-time
Stay abreast of customer engagement and feedback in collaboration with the digital team and physical stores.
Added 27 mins ago
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Digital Marketing & SEO Specialist
ALLMAX Nutrition, Inc.
Toronto, ON
- Full-time
Team Coordination: Collaborate with internal teams and external agencies to execute digital marketing projects.
Added 27 mins ago
KI
Digital Content Marketing Intern
Kat International Wellness
Toronto, ON · Greater Toronto Area, Canada
- Internship
…media posts, short-form videos, emails, blog articles, and digital…
Added 27 mins ago
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Director, Annual Giving
The Royal Conservatory of Music
Toronto, ON
- $118,000 to $128,000 CAD / year
- Full-time
Work with Marketing & Communications team to develop compelling, integrated and brand-aligned annual giving campaigns and donor communications across print, digital, email, web, social and…
Added 27 mins ago
FF
Senior Development Officer
Food For The Poor-Canada
Toronto, ON
- Contract
Level of Responsibility: This position has specialized work with measured outcomes and functions in a constructive team environment, but equally requires the ability to progress initiatives…
Added 27 mins ago
CO
Manager, Digital Solutions
City of Saint John
Saint John, NB
- Full-time
The Manager, Digital Solutions, is responsible for the delivery and ongoing management of the City’s enterprise applications, digital solutions, and data and information management…
Added 27 mins ago
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Senior Account Manager, Media
Jobgether
Canada
- Full-time
…This role combines strategic account leadership with hands-on digital media campaign management, helping clients maximize the impact of their advertising investments. You will act as a…
Added 27 mins ago
OD
Graphic Designer & Print Layout Specialist
Our Daily Bread Ministries Canada
Windsor, ON
- Full-time
…materials, the truths of Scripture are presented through print, digital, audio and video resources. Perhaps best known for the Our Daily Bread daily devotional, the Canadian office also…
Added 27 mins ago
RC
Sales Consultant
Randstad Canada
Burlington, ON
- Full-time
…long-term partnerships while leveraging Randstad's advanced digital platforms to deliver unparalleled workforce…
Added 27 mins ago
ES
Electrician - Richmond Hill, ON
Equans Services Canada & US
ON · Ontario, Canada
- Full-time
…optimize their use in the context of their energy, industrial and digital transitions. Equans is a Bouygues group…
Added 27 mins ago
UW
Marketing Coordinator
United Way British Columbia
Kamloops, BC
- $82,100.2 CAD / year
- Full-time
…resourceful and comfortable wearing multiple hats in a small team…
Added 27 mins ago
UW
Marketing Coordinator
United Way British Columbia
Nanaimo, BC
- $82,100.2 CAD / year
- Full-time
…resourceful and comfortable wearing multiple hats in a small team…
Added 27 mins ago
TC
Director of Information Technology
Taproot Community Support Services
Langley (District), BC · Langley, BC
- Full-time
…reporting leaders can rely on, strengthening SharePoint and digital records, and helping Taproot adopt AI thoughtfully and responsibly. You’ll lead a team of system administrators and a…
Added 27 mins ago
TC
Director of Information Technology, Full-Time
Taproot Community Support Services
Langley (District), BC · Langley, BC
- Full-time
…reporting leaders can rely on, strengthening SharePoint and digital records, and helping Taproot adopt AI thoughtfully and responsibly. You’ll lead a team of system administrators and a…
Added 27 mins ago
PC
Program Manager - Capital Markets (FSI)
PPT Consulting
Toronto, ON
- Full-time
Sia is a next-generation, global management consulting group. Founded in 1999, we were born digital. Today our strategy and management capabilities are augmented by data science, enhanced…
Added 27 mins ago
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BIM Coordinator
WalterFedy
AB · Edmonton, AB
- Full-time
WalterFedy is seeking a well-rounded, energetic BIM Coordinator to work with our integrated team on Revit project initiation, BIM coordination, Clash Detection, Quality Assurance, content…
Added 42 mins ago
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Customer Experience Leader
Indigo
Brandon, MB
- $17.5 to $22.5 CAD / hour
- Part-time
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…

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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