Customer Experience Leader
On-siteKamloops, British Columbia, Canada
Job Summary
Lead execution of customer experience priorities within the store by leveraging insights to optimize team deployment, drive sales performance, and ensure consistent delivery of the Indigo Experience and R.E.A.D. model through active coaching and in-the-moment feedback. Manage daily communication routines, sales rallies, and promotional activities while coaching Customer Experience Representatives on intuitive recommendations and loyalty initiatives. Support omni-channel execution including order management, returns, and issue resolution, and lead customer-facing programs such as Plum acquisition, author signings, and store social media. Maintain compliance with cash handling, operational controls, and health and safety standards while partnering with Product Operations to align customer experience with merchandising and availability. Identify improvement opportunities through Voice of the Customer feedback and in-store observations to enhance service execution and team capability.
Required Qualifications
- 1-3 years of leadership experience in a specialty retail and/or multi-unit environment
- experience leading teams in a customer-facing environment
- 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
Desired Qualifications
- College degree preferred or equivalent combination of education and relevant experience
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