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Added 7 mins ago
AH
Senior Operating Officer, Northeast Corridor and Site Lead
Alberta Health Services
Fort McMurray, AB
- Full-time
Help shape the future of healthcare in Alberta! Alberta Health Services (AHS) is seeking a visionary, strategic leader for the role of Senior Operating Officer (SOO) - Northeast Corridor…
Added 7 mins ago
BT
Senior Manager, Small Business Services
Baker Tilly Canada
Winnipeg, MB
- Full-time
We are also open to developing the right candidate into a future leader and will look for Partnership opportunities for the candidate that can showcase exceptional customer service, have a…
Added 7 mins ago
MN
No Frills/Maxi - Food Sampling Brand Ambassador
Mosaic North America
Kirkland, QC
- Part-time
…more than 30 years of industry expertise, we are a trusted leader in sales and marketing…
Added 7 mins ago
D
Team Leader
Dollarama
Grande Prairie, AB
- Full-time
As part of the management team, the Team Leader provides support to the Store Manager and Assistant Store Manager in overseeing daily retail store operations.
Added 7 mins ago
MN
No Frills/Maxi - Food Sampling Brand Ambassador
Mosaic North America
Montreal, QC · Pierrefonds, QC
- Part-time
…more than 30 years of industry expertise, we are a trusted leader in sales and marketing…
Added 7 mins ago
A
Validation Specialist
Actalent
Cambridge, ON
- $35 to $50 CAD / hour
- Contract
Actalent est un leader mondial dans les services dingénierie et de sciences ainsi que dans les solutions de talents. Nous aidons des entreprises visionnaires à faire progresser leurs…
Added 7 mins ago
A
Validation Specialist
Actalent
Cambridge, ON
- $35 to $50 CAD / hour
- Contract
Actalent est un leader mondial dans les services dingénierie et de sciences ainsi que dans les solutions de talents. Nous aidons des entreprises visionnaires à faire progresser leurs…
Added 7 mins ago
A
Electrical Engineer
Actalent
Toronto, ON
- $52 to $72 CAD / hour
- Full-time
Actalent est un leader mondial dans les services dingénierie et de sciences ainsi que dans les solutions de talents. Nous aidons des entreprises visionnaires à faire progresser leurs…
Added 7 mins ago
A
Electronics Engineer
Actalent
Oakville, ON
- $40 to $50 CAD / hour
- Contract
Actalent est un leader mondial dans les services dingénierie et de sciences ainsi que dans les solutions de talents. Nous aidons des entreprises visionnaires à faire progresser leurs…
Added 7 mins ago
A
System Administrator
Actalent
Vancouver, BC
- $85,000 to $125,000 CAD / year
- Full-time
Lead Microsoft 365 tenant onboarding, migrations, service improvements, and complex issue resolution for customers.
Added 7 mins ago
A
Technical Documentation & BOM Specialist
Actalent
Ottawa, ON
- $30 to $50 CAD / hour
- Contract
Actalent est un leader mondial dans les services dingénierie et de sciences ainsi que dans les solutions de talents. Nous aidons des entreprises visionnaires à faire progresser leurs…
Added 7 mins ago
K
Assistant Store Manager - Halifax Shopping Centre
Knix
Halifax, NS
- Full-time
…succeed together. At your core, you’re a resilient, motivated leader who inspires teams, builds community, and delivers meaningful results through a world-class customer…
Added 7 mins ago
Director, Client Relationships Eastern Canada
The Canada Life Assurance Company
Halifax, NS · London, ON · Toronto, ON
Acting as a senior leader and trusted partner, you will collaborate closely with Workplace Retirement & Savings partners and key stakeholders to strengthen client relationships, support…
Added 22 mins ago
BL
Branch Manager
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Stoney Creek, NB
- Full-time
Brunswick Lift Rentals is growing and remains committed to providing our customers with the reliable service and equipment solutions they need in today's fast-paced market. With years of…
Added 22 mins ago
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Goway FAM and Executive Travel Planner
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Added 22 mins ago
A
Senior Technical Lead - Remediation
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Halifax, NS
- $120,000 to $145,000 CAD / year
- Full-time
…resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase…
Added 36 mins ago
WI
Director, Geotechnical Engineering Prairies & North
WSP in Canada
Saskatoon, SK
- Full-time
Foster a One WSP approach by connecting expertise across offices, regions, sectors, and service lines, while representing WSP with clients and within the industry.
Added 36 mins ago
WI
Director, Geotechnical Engineering Prairies & North
WSP in Canada
AB · Edmonton, AB
- Full-time
Foster a One WSP approach by connecting expertise across offices, regions, sectors, and service lines, while representing WSP with clients and within the industry.
Added 36 mins ago
MS
Senior Engineer II, Proxy
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Canada
- Full-time
Menlo Security is the leader in Browser Security for human and agentic workforces. Our mission is to enable humans and agents to connect, communicate, and collaborate securely, without…
Added 36 mins ago
AI
VP Aviation & Chief Pilot
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- Full-time
Bring flying, scheduling and testing together, so RTM service development and customer operations run on one schedule.
Added 36 mins ago
CC
Technical Support Analyst
Colas Canada Inc.
St. Albert, AB
- Full-time
…Denver, Colorado. Colas ISS strives to make Colas an industry leader through developing custom mobile applications and business intelligence tools, supporting core applications, maintaining…
Added 36 mins ago
VA
Security Manager
Vaccine and Infectious Disease Organization (VIDO)
Saskatoon, SK
- Full-time
The Vaccine and Infectious Disease Organization (VIDO) is a University of Saskatchewan Research Centre and a global leader in infectious disease research and vaccine development for human…
Added 36 mins ago
RH
Director of Operations
RNS Health Care Services Inc.
Aurora, ON
- Full-time
…strategic priorities. This role is ideal for a collaborative leader who can turn strategy into action, lead change, strengthen operational performance, and support the delivery of quality…
Added 36 mins ago
D
Assistant Team Leader
Dollarama
Regina, SK
- Part-time
The Assistant Team Leader provides support to the management team in executing and overseeing daily retail store operations, ensuring excellent customer service, and maintaining a…
Added 36 mins ago
D
Team Leader
Dollarama
Chilliwack, BC
- $19.4 to $19.99 CAD / hour
- Full-time
As part of the management team, the Team Leader provides support to the Store Manager and Assistant Store Manager in overseeing daily retail store operations.

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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