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Strategic A&E Consultant Manager - Canada
Gallagher
Montreal, QC · Greater Montreal Metropolitan Area
- Full-time
5–7 years' experience within the physical electronic security industry, ideally spanning business development, consultant engagement, sales, specification development, or strategic account…
Added 1 hour ago
AE
Product Guide - Seasonal
Arc'teryx Equipment
Halton Hills, ON
- Full-time
You prioritize your own development, personally and professionally, and celebrate the achievements of others. You recognize that we create a better world, together.
Added 1 hour ago
AT
Sales Account Manager - Courier
Armour Transportation Systems
Moncton, NB
- Full-time
Position Overview:We are seeking a passionate and results-driven Sales Account Manager to join our team. This role is instrumental in driving our growth vision in Canada by delivering…
Added 1 hour ago
PJ
Personal Training Manager (Multi- Campus)
Prosserman JCC
Maple, ON
- $65,000 to $75,000 CAD / year
- Full-time
Are you an experienced fitness leader with a passion for developing high-performing teams, driving business growth, and delivering exceptional member experiences?. The JCC is seeking a…
Added 1 hour ago
TS
Senior Development Manager
TalentSphere Staffing Solutions
Toronto, ON
- Full-time
The Senior Development Manager is responsible for all aspects of assigned, low-rise and mid-rise and redevelopment or infill residential development projects, including visioning, planning…
Added 1 hour ago
TP
Processing Sales Manager
Tetra Pak
Quebec, QC
- $150,000 to $200,000 CAD / year
- Full-time
We are now seeking a dynamic and customer-focused Processing Sales Manager to manage and develop the customer relationship for Tetra Pak’s Processing Solutions & Equipment business in…
Added 1 hour ago
DC
Community Relations Manager
Delmanor Communities
Toronto, ON · Etobicoke, ON
- Temporary
Work with the General Manager and Senior Director, Sales & Marketing to develop a marketing plan, including budget management and submits regular reporting on same.
Added 1 hour ago
RB
Private Banker
Royal Bank of Canada
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- Full-time
Proven track record of sales success, business development, and effective relationship management in a team environment
Added 1 hour ago
RB
Relationship Manager, Business Market
Royal Bank of Canada
Ottawa, ON
- Full-time
Business development and client acquisition and prospecting skills, including building and leveraging valuable Centres of Influence within the local business community
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RB
Recoveries Officer
Royal Bank of Canada
Mississauga, ON
- Full-time
Strong understanding of the balance between customer service and business risk mindset
Added 1 hour ago
AB
Engineering Manager Structural Bridge
Algonquin Bridge
Thorndale, ON
- Full-time
The Engineering Manager leads Algonquin Bridge’s engineering function, combining hands-on structural design and professional practice (including reviewing, sealing/stamping, and issuing…
Added 1 hour ago
TS
Regional Manager - Edmonton
TalentSphere Staffing Solutions
AB · Edmonton, AB
- Full-time
We are seeking an experienced Regional Manager to lead business growth, operational performance, and client relationships within a growing commercial construction environment.
Added 1 hour ago
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Business Development Manager
TalentSphere Staffing Solutions
Markham, ON
- Full-time
Business Development Manager (Heavy Civil Construction)
Added 1 hour ago
HG
Vice-président(e) exécutif(ve) (VPE)
Harris Global Business Services (GBS)
Quebec, QC
- Full-time
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Sales Engineer
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Kirkland, QC
- Full-time
Support business development initiatives for new applications, customers and market segments.
Added 1 hour ago
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Data Analytics Manager
Amphenol Communications Solutions
Markham, ON
- Full-time
…cable. ACS has an expansive global presence in research and development, manufacturing, and sales. We design and manufacture a wide range of innovative connectors as well as cable…
Added 1 hour ago
OT
Principal Product Manager (AI)
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As a principal leader in the Business Unit of Digital Experience, you will join collaborative, fast-paced teams and work cross-functionally to design, build, and GTM with our Fax Aviator AI…
Added 1 hour ago
FC
Member Service Representative (Part-Time)
FirstOntario Credit Union
Ingersoll, ON
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Provide prompt, efficient and courteous transactional sales and service to members. Proactively assist members to ensure that their needs have been met and refer to other staff, as…
Added 1 hour ago
Senior Manager, Delivery Portfolio Management (OneStream)
Clearsulting
Canada
Serve as Clearsulting's primary day-to-day relationship manager with OneStream in North America, coordinating sales opportunities, delivery alignment, escalation management, resource…
Added 2 hours ago
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Senior Manager, Delivery Portfolio Management (OneStream)
Clearsulting
Toronto, ON
- Full-time
Serve as Clearsulting's primary day-to-day relationship manager with OneStream in North America, coordinating sales opportunities, delivery alignment, escalation management, resource…
Added 2 hours ago
AC
Catering & Premium Service Manager
Aramark Canada
AB · Edmonton, AB
- Full-time
The Catering Manager oversees the planning, coordination, and execution of catering services across a busy university campus and wedding venue. This role ensures catered events, from…
Added 2 hours ago
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Recoveries Officer- EN
RBC
Montreal, QC
- Full-time
Strong understanding of the balance between customer service and business risk mindset
Added 2 hours ago
NB
Manager, Financing Solutions
National Bank of Canada
Kamloops, BC
- Full-time
…professionals to help shape the future of our Commercial Banking business. As we continue to expand our presence, we are looking for several Manager, Financing Solutions professionals to…
Added 2 hours ago
R
Recoveries Officer- EN
RBC
Montreal, QC
- Full-time
Strong understanding of the balance between customer service and business risk mindset
Added 3 hours ago
MA
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AB · Alberta, Canada
- Full-time
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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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