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Added 9 mins ago
S
Patient Care Coordinator, Heartwood Centre for Women, BC Mental Health & Substance Use Services – Vancouver, BC
Sanya’k̓ula
Vancouver, BC
- Full-time
…professionals regarding community mental health and addiction resources and access to these resources. Visits patient’s/client's home and/or community settings when applicable regarding…
Added 9 mins ago
NB
Manager, Financing Solutions
National Bank of Canada
Kamloops, BC
- Full-time
…continue to expand our presence, we are looking for several Manager, Financing Solutions professionals to support our growing client base and strengthen our market…
Added 9 mins ago
OM
Spécialiste en acquisition de talents
Omnicom Media
Montreal, QC
- Full-time
Added 9 mins ago
LC
Front Store Manager, Salaried Full Time Day
Loblaw Companies Limited
Sarnia, ON
- Full-time
The Front Store Manager (FSM) is responsible for managing the overall Front Store’s performance. The Front Store includes all areas of the store, including cosmetics, excluding Pharmacy.…
Added 24 mins ago
HT
Financial Manager (CSM)
Husky Technologies
Bolton, ON
- Full-time
Work closely with Human Resources to ensure that payroll and headcount are accurate in actuals and are reflected properly in the monthly forecasts and the annual budget. Provide further…
Added 24 mins ago
A
Global Payroll and Benefits Administrator
Achievers
Toronto, ON
- Contract
…administration for both countries. Reporting to the Senior Manager, Global Payroll & Benefits, you will process bi-weekly payrolls in Workday (Canada) and ADP Workforce Now (US), manage…
Added 40 mins ago
PH
Supervisor, Relational Security
Provincial Health Services Authority
Vancouver, BC
- Part-time
…assigned staff on shift and communicating with the Team Leader and Manager on-call, after business hours, as required. The Supervisor ensures the staff on shift follow departmental policies…
Added 40 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 40 mins ago
DB
Part Time Bridal Sales
David's Bridal
Langley (District), BC · City of Langley, BC
- $16 to $25.8 CAD / hour
- Part-time
…presentation and operations of the store. S/he reports to the Store Manager in partnership with the Sales Manager. Bridal Stylists are brand ambassadors and demonstrate the values and…
Added 40 mins ago
TO
Advisor 1, Payroll Services
The Ottawa Hospital
Ottawa, ON
- Full-time
Reporting to the Manager, Payroll, the Advisor 1, Payroll Services is responsible for ensuring the accurate and timely processing of payroll and related documents for TOH employees, EORLA…
Added 40 mins ago
DB
Alterations Specialist
David's Bridal
Langley (District), BC · City of Langley, BC
- $21.55 to $23.9 CAD / hour
- Full-time
…the high standards of David’s Bridal and reports to the Store Manager. S/he is responsible for exemplifying friendly, knowledgeable, and technical expertise and providing superior customer…
Added 40 mins ago
K
Assistant Store Manager - Halifax Shopping Centre
Knix
Halifax, NS
- Full-time
You lead from the floor, balancing operational excellence with genuine human connection in a fast-paced environment. Coaching and developing people energizes you! Working with your Store…
Added 54 mins ago
M
EMT or Paramedic - Full Time - Clinic Manager
Medcor
Windsor, ON
- Full-time
Collaborate with client human resources and benefits professionals on clinic issues
Added 1 hour ago
C
Transmission Lines Engineer-In-Training (Civil)
CIMA+
AB · Edmonton, AB
- $71,200 to $97,900 CAD / year
- Full-time
CIMA+’s Energy & Resources team is a key player in the energy transition. With more than 700 highly qualified professional in this business sector, we are one of the largest teams…
Added 1 hour ago
VA
Security Manager
Vaccine and Infectious Disease Organization (VIDO)
Saskatoon, SK
- Full-time
…in infectious disease research and vaccine development for human and animal health. VIDO brings together high-containment research, animal research, preclinical testing, vaccine development…
Added 1 hour ago
HH
Saint John Electrician (2056) PCN 1250719
Horizon Health Network
Saint John, NB
- Full-time
…application. The official results will be shared with the candidate, Human Resources and the requesting manager electronically and language results will be placed on the personnel file for…
Added 1 hour ago
WM
Regional Training Manager - West
WOW! mobile boutique
Calgary, AB
- Full-time
Escalate concerns requiring operational or Human Resources support through the appropriate channels.
Added 1 hour ago
SM
IT System Administrator
Swish Maintenance Limited
Peterborough, ON
- Full-time
Added 1 hour ago
D
Assistant Team Leader
Dollarama
Regina, SK
- Part-time
Conducting manager-on-duty tasks: making sure daily breaks, time and attendance are properly tracked and participating in the hiring and performance management process.
Added 1 hour 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.
Added 1 hour ago
D
Assistant Team Leader
Dollarama
Grimsby, ON
- $18.1 to $18.6 CAD / hour
- Part-time
Conducting manager-on-duty tasks: making sure daily breaks, time and attendance are properly tracked and participating in the hiring and performance management process.
Added 1 hour ago
D
Assistant Store Manager
Dollarama
Saint-Felix-de-Valois, QC
- Full-time
The Assistant Store Manager supports the Store Manager in overseeing daily retail operations, ensuring customer satisfaction, and achieving sales goals. Acts as Manager on Duty in the Store…
Added 1 hour ago
D
Assistant Team Leader
Dollarama
Winnipeg, MB
- Part-time
Conducting manager-on-duty tasks: making sure daily breaks, time and attendance are properly tracked and participating in the hiring and performance management process.
Added 1 hour ago
Senior Advisor, Agency Oversight and Freedom of Information
Alcohol and Gaming Commission of Ontario
Toronto, ON
Reporting to the Manager, Agency Oversight, the successful candidate will:
Added 1 hour ago
DC
PRODUCTION & FACILITIES MANAGER
D. Crupi & Sons Limited
ON · Ontario, Canada
- Full-time
Work closely with Health & Safety, Human Resources, the IT Department, and the Crupi Shop for streamlined implementation of strategies and resources.

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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