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Added 8 mins ago
BÉ
Coordinator – Building Maintenance
Bruneau Électrique Inc
Joliette, QC
- Full-time
Under the supervision of the General Manager, you will coordinate activities, internal resources, and suppliers, while ensuring compliance with applicable standards and regulations.
Added 8 mins ago
SA
Commercial insurance account manager
Synex Assurance
Levis, QC
- Full-time
In order to support our growth in commercial insurance, our firm located in Lévis is looking for a person who will act in concert with the producing broker for large and complex files.…
Added 8 mins ago
Stores Clerk - Logistics, Supply Chain Operations
Nova Scotia Health and IWK Health
Baddeck, NS
Reporting to the Supply Chain Logistics Manager, the Stores Clerk assists in the organization, coordination and control and delivery of inventories and supplies in support of health care…
Added 24 mins ago
TH
Lot Associate Part-Time - 7119 Skyview
The Home Depot Canada
AB · Edmonton, AB
- Part-time
When required, ask open ended questions about the customer’s projects in order to determine their needs and level of expertise.
Added 24 mins ago
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Commercial insurance account manager
Synex Assurance
Quebec, QC
- Full-time
In order to support our growth in commercial insurance, our firm is looking for a person who will act in concert with the producing broker for large and complex files. Thanks to his eagle…
Added 24 mins ago
M
Shift manager - fast food restaurant
McDonald's
Hinton, AB
- Full-time
Added 24 mins ago
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Shift manager - fast food restaurant
McDonald's
Edson, AB
- Full-time
Added 24 mins ago
HT
A/P Administrator
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Bolton, ON
- Full-time
…on-site position. You will report to the Shared Services AP Manager and will work as part of a team in a fully automated, full-cycle accounts payable role. If you are a people-person who…
Added 24 mins ago
HT
Proactive Monitoring Spec.
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Bolton, ON
- Full-time
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Added 24 mins ago
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Fleet Specialist
Kia Canada
Mississauga, ON
- Full-time
The role of the Fleet Specialist will be to provide support to both the Fleet Manager and Supervisor. The Specialist will report directly to the Fleet Supervisor. The incumbent will…
Added 54 mins ago
TH
Lumber Sales Associate Part-Time - 7180 Winnipeg North
The Home Depot
Winnipeg, MB
- Part-time
…on product features and are familiar with related items in order to sell an entire project. Associates in this position know how to greet, engage, and thank every customer in their…
Added 1 hour ago
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BANKING ADVISOR
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Sainte-Thérèse, QC
- Full-time
…adopt a friendly approach and use your analytical skills in order to offer a people-centric experience for branch…
Added 1 hour ago
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St. Albert, AB
- Part-time
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Added 1 hour ago
AH
Maintenance Worker III
Alberta Health Services
Camrose, AB
- Temporary
…consultation with the Facilities, Maintenance and Engineering Manager and in accordance with accepted standards, regulations and procedures. The incumbent is responsible for completing…
Added 1 hour 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 1 hour ago
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Little Chief Restaurant Evening Server
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Calgary, AB
- Full-time
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Added 1 hour ago
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Hospitality F&B Assistant Manager
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Calgary, AB
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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
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Care & Support Representative (Temporary Contract)
Engaged
Remote, Canada
- $18 to $23 CAD / hour
- Full-time
- Remote
…relationship building, reducing inconsistencies, and bringing order out of…
Added 2 hours ago
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Kitchen and Bath Sales Associate Part-Time - 7255 Cranbrook
The Home Depot Canada
Cranbrook, BC
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…on product features and are familiar with related items in order to sell an entire project. Associates in this position know how to greet, engage, and thank every customer in their…
Added 2 hours ago
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Plumbing and Electrical Department Supervisor Full-Time - 7062 Clareview
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AB · Edmonton, AB
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Reviewing sales & other reports while working with assistant manager to make recommendations for improvement on; inventory, overhead organization and cross merchandising in order to drive…
Added 2 hours ago
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Freelance English into Traditional Chinese (Taiwan) Clinical Legal Translator
TransPerfect
Remote, Canada
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…product before it goes to the client. Under the guidance of your manager and in collaboration with Project Managers, you’ll be responsible for translating and proofreading documents…
Added 2 hours ago
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Parts Advisor
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Performs other duties as assigned by Parts Manager.
Added 2 hours ago
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Maintenance Technician I
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Sudbury, ON · Greater Sudbury, ON
- Full-time
…contacted, and you require a disability related accommodation in order to participate in the recruitment process you must advise the Hiring…
Added 2 hours ago
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Toronto, ON
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Ensuring proper work order and invoice approval procedures are maintained;
Added 2 hours ago
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Overnight Freight Associate: Part Time - AIRDIRE
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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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