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Added 13 mins ago
NB
Business Development Manager National Bank Insurance
National Bank of Canada
Montreal, QC
- Full-time
A career as a Business Development Manager within the National Bank Insurance Distribution team means acting as a strategic partner to support the growth of our various distribution…
Added 13 mins ago
S
Sr. Staff Technical Program Manager - Payments (Canada )
Shopify
Canada
- Full-time
A commitment to understanding technical architecture and feasibility of tech solutions to drive software development deliverables and solutions
Added 13 mins ago
HT
IT Internal Auditor
Husky Technologies
Bolton, ON
- Full-time
Supporting Senior Manager, IT Audit and other auditors in the development and execution of audit plans, operational reviews and project engagements.
Added 28 mins ago
C
Sr. Manager, Email and Distributed Marketing
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Toronto, ON
- Full-time
As Senior Manager, Email and Distributed Marketing, you will support the strategy and lead the execution, governance, optimization, and ongoing management of advisor- and business-driven…
Added 28 mins ago
Q
FY27 Intern - AI Software Systems Co-op - Canada (4 months)
Qualcomm
Toronto, ON
- Full-time
…Together with our ecosystem partners, we enable next-generation digital transformation. At Qualcomm, we are engineering human…
Added 28 mins ago
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FY27 Intern - Deep Learning Research Internship - Embodied AI - Canada (4 Months)
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Added 28 mins ago
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FY27 Intern - Softip Engineering Co-Op - Canada (4 months)
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Ottawa, ON
- Full-time
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Added 43 mins ago
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New Home Sales Representative | Preconstruction – Oakville, ON
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Added 43 mins ago
LI
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Toronto, ON
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Added 57 mins ago
FO
IT Business Systems Administrator
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Langley (District), BC · Langley, BC
- Internship
…support routine business needs, while collaborating with the ERP Manager and external developers on larger or more complex…
Added 1 hour ago
MS
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Added 1 hour ago
ES
Maintenance Technician II - Building Operator
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Surrey, BC
- Full-time
…optimize their use in the context of their energy, industrial and digital transitions. Equans is a Bouygues group…
Added 1 hour ago
TR
Director, Annual Giving
The Royal Conservatory of Music
Toronto, ON
- $118,000 to $128,000 CAD / year
- Full-time
…major international stages. The RCM is also a leader in the development of early childhood education programs and arts-based social programs, and presents a diverse range of concerts…
Added 1 hour ago
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Manager, Digital Solutions
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Added 1 hour ago
J
Senior Account Manager, Media
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Added 1 hour ago
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Added 1 hour ago
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Program Manager - Capital Markets (FSI)
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Toronto, ON
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Added 1 hour ago
W
BIM Coordinator
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AB · Edmonton, AB
- Full-time
…coordination, Clash Detection, Quality Assurance, content and technical development. In this role, you will be working closely with the Digital Practice Manager on various projects, while…
Added 1 hour ago
I
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…
Added 1 hour ago
T
Senior Program Manager, Talent Development
Twilio
Remote, Canada
- Full-time
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Join the team as Twilio’s next Sr. Program Manager, Talent Development
Added 1 hour ago
ES
Building Operator - Toronto
Equans Services Canada & US
Toronto, ON
- Full-time
…optimize their use in the context of their energy, industrial and digital transitions. Equans is a Bouygues group…
Added 1 hour ago
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Organizational Design Consultant
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Vancouver, BC
- Full-time
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Added 1 hour ago
GC
Digital Marketing Specialist – Paid Media (Google & Meta Ads)
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Oakville, ON
- Full-time
We are seeking a Digital Ad Specialist who masters Ad Managers, Google Tag Manager (GTM), GA4, and Microsoft Clarity. You will drive performance across Meta and Google ecosystems by…
Added 1 hour ago
A
Retail Supervisor - Mississauga, 2006, Heartland, Ontario
adidas
Mississauga, ON
- Full-time
Assuming leadership responsibilities in the absence of the Store Manager.
Added 1 hour ago
ES
Facility Manager - Toronto
Equans Services Canada & US
Toronto, ON
- Full-time
Equans is looking for a Facility Manager in Toronto!

Indigo

Customer Experience Leader (Contract 18 Months)

London, ON, Canada

$18.6 to $23.25 CAD / hour · Full-time

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Job details

Pay: $18.6 to $23.25 CAD / hour
Job type: Full-time
Apply by: Apr 27, 2027
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

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 (Black, Indigenous, and People of Colour), 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 customer experience programs and store execution, coaching employees to deliver excellent service, drive sales and loyalty, and support seamless omni-channel interactions. Use customer insights to improve service results, maintain operational and cash-handling standards, and partner with store leadership to meet business objectives.

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 experience; candidates also need strong retail operations, communication, planning, and problem-solving skills, schedule flexibility, and the ability to meet physical demands.

Skills

Customer Experience Leadership
Retail Operations
Team Coaching And Development
Omni-Channel Execution
Sales Generation
Customer Engagement
Loyalty Program Execution
Cash Handling
Inventory Management
Merchandising Execution
Customer Issue Resolution
Communication
Problem-Solving
Planning And Prioritization
Compliance
Adaptability

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Retail Operations
Net Promoter Score
Net Sales
Profitability
Plum Loyalty
Email Acquisition
Omni-Channel
Manhattan Order Management
Voice Of The Customer
Sales Generation Leadership
Cash Handling
Inventory Management
Pricing Accuracy
Merchandising
Customer Service
Customer Events
Author Signings
Store Social Media
First Aid Certification
Joint Health And Safety Committee
AI-Enabled Tools
Health And Safety
Promotional Execution

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