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Added 7 mins ago
TS
Store Associate
The Salvation Army Canada and Bermuda Territory
Winnipeg, MB · Wolseley Thrift Store
- Part-time
Assist with donation turnover, replenish inventory levels on the sales floor and remove inventory from sales floor as directed.
Added 7 mins ago
TS
Store Associate
The Salvation Army Canada and Bermuda Territory
St. Albert, AB
- Full-time
Assist with donation turnover, replenish inventory levels on the sales floor and remove inventory from sales floor as directed.
Added 7 mins ago
BC
Manager, Research & Development (R&D) Breads and Buns
Bimbo Canada
Toronto, ON · Etobicoke, ON
- Full-time
The Manager, Research & Development (R&D), Breads and Buns, leads the R&D function for tortillas, bagels and english muffins portfolio while directly owning and executing a portfolio of…
Added 7 mins ago
TH
Overnight Freight Associate Part Time - BURLINGTON
The Home Depot Canada
Burlington, ON
- Part-time
Freight Team Associates are responsible for stocking merchandise, organizing the sales floor to create a pleasant and safe shopping environment, and providing customer service as required…
Added 22 mins ago
R(
Assistant Store Manager - Oshawa Centre
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 22 mins ago
HR
Supervisor, Customer Relations
Hard Rock Hotel & Casino Ottawa
Ottawa, ON · Hard Rock Hotel & Casino Ottawa
- Full-time
Ensures a strong presence on the gaming floor to deliver exceptional customer service.
Added 1 hour ago
TC
DISTRIBUTION SALES EXECUTIVE
TP-Link Canada Inc.
Richmond Hill, ON
- $70,000 to $100,000 CAD / year
- Full-time
Initiate and conduct marketing and sales activities (tradeshows, product training, webinars, floor walks, e-communication, sales contests, etc.) for major distributors
Added 2 hours ago
R(
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
D
Casual Custodian- Peterborough
Dexterra
Peterborough, ON
- Up to $19.3 CAD / hour
- Part-time
As a Casual Custodian, reporting to the Account Manager, you will ensure a sanitary environment, securing and maintaining tools/equipment used to perform the day to day work and performing…
Added 2 hours ago
V
IT Manager / Gestionnaire TI
Vention
Montreal, QC
- Full-time
…hardware and software AI-powered platform built for the factory floor. Our technology powers over 25,000 machines across 4,000 factories across 5 continents and we have the privilege to…
Added 2 hours ago
BS
Gestionnaire en formation à temps plein / Full-Time Management in Training
Browns Shoes
Pointe-Claire, QC
- Full-time
Added 3 hours ago
CL
Store Manager
Chatters Limited Partnership
BC · Fraser Valley A, BC
- Full-time
We are looking for a Store Manager based in Fraser Valley, BC.
Added 3 hours ago
NS
Environmental Services Worker - Environmental Services
Nova Scotia Health Authority
Kentville, NS
- Internship
Reporting to the Assistant Manager - Facility Support Services, the Environmental Service Worker maintains a clean, safe, and functional environment for patients, families, staff and…
Added 3 hours ago
SM
General Worker (Casual) – Facilities Management
Saint Mary's University
Halifax, NS
- Full-time
Under the direction of the Manager, Custodial Services, the General Worker will:
Added 3 hours ago
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Retail Sales Associates- Lime Ridge
Lovisa
Hamilton, ON
- Part-time
Execute daily stocking tasks, including receiving shipments, replenishing sales floor inventory, and organizing stockroom
Added 4 hours ago
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Lumber Sales Associate Part-Time - 7255 Cranbrook
The Home Depot Canada
Cranbrook, BC
- Part-time
…hazards & unsafe conditions or reporting conditions to the Manager On Duty, and working safely as not to endanger themselves, co-workers, vendors, or customers. These associates work in…
Added 5 hours ago
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Maintenance Technician I
City of Greater Sudbury
Sudbury, ON · Greater Sudbury, ON
- Full-time
A vulnerable sector check is required for this position and will be requested by the Hiring Manager should you be the candidate of choice. Please do not submit your vulnerable sector check…
Added 5 hours ago
TH
Overnight Freight Associate: Part Time - AIRDIRE
The Home Depot Canada
Airdrie, AB
- Part-time
Freight Team Associates are responsible for stocking merchandise, organizing the sales floor to create a pleasant and safe shopping environment, and providing customer service as required…
Added 5 hours ago
VF
Facility Operator
Vivo for Healthier Generations
Calgary, AB
- Full-time
…resurfacer, ice edger, power tools, saws, drills, augers, pumps, and floor cleaning machinery to support facility…
Added 5 hours ago
C
Consulting Manager-Scrum Master, Life Sciences w/ Manufacturing exp. Consulting
Cognizant
Halifax, NS
- Full-time
Level: Manager/ Location: Halifax (Work Model: Hybrid)
Added 5 hours ago
FC
Fit4Less Host - Mississauga Dundas
Fit4Less Canada
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Provides friendly customer interaction when cleanliness tasks are being completed on the workout floor.
Added 6 hours ago
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Merchandiser, Hourly Part Time Flexible Shifts Greenlight Requisition
Shoppers Drug Mart
Surrey, BC
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Supports Front Store Manager/Assistant Front Store Manager in maintaining the quality and standards
Added 7 hours ago
HM
Family Practitioner/General Practitioner
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Coquitlam, BC
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…time. The clinic is exceptionally bright and beautiful, with floor-to-ceiling windows, abundant natural light, gorgeous views toward the Fraser River, and a large outdoor…
Added 8 hours ago
AE
Product Guide - Seasonal
Arc'teryx Equipment
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- Full-time
You are the face of the brand on the retail floor, delivering an unforgettable experience to our guests. You are the inspiration behind our brand’s evolution, as we continue to commit to…
Added 8 hours ago
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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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