Customer Experience Leader
On-siteOttawa, Ontario, Canada
Job Summary
Lead execution of customer experience priorities within the store by leveraging insights to optimize team deployment and drive sales performance. Ensure the Indigo Experience and R.E.A.D. model are consistently delivered through active coaching, in-the-moment feedback, and daily communication routines that reinforce business priorities and loyalty initiatives. Coach and develop Customer Experience Representatives to deliver intuitive recommendations and exceptional service experiences while supporting omni-channel execution, including customer pickups, order management, and issue resolution. Execute customer-facing programs such as Plum loyalty acquisition, author signings, and store events, utilizing Voice of the Customer feedback to identify improvements. Maintain customer service areas and cash office processes to ensure compliance with operational controls and company standards. Partner with Product Operations leadership to align customer experience with product availability and merchandising execution. Provide ongoing training on customer-focused behaviors, build team capability, and model Indigo's Guiding Principles to foster a positive, collaborative culture. Report to the Customer Experience Manager with oversight from the General Manager. Requires 1-3 years of leadership experience in specialty retail, bilingualism (French/English) for Quebec roles, and ability to work flexible schedules including weekends and holidays.
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
- College degree preferred or equivalent combination of education and relevant experience
- Demonstrated experience executing customer experience and/or omni-channel programs
- 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
- Strong organizational and planning skills
- Effective communication and problem-solving skills
- Demonstrated operational discipline, including experience with inventory management, compliance, pricing accuracy, and execution of company standards
- Adaptable and agile
- Maintains/obtains required role-specific certifications (e.g., First Aid, Joint Health & Safety Committee)
- 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
- Ability to work weekends
- Ability to work holidays
Desired Qualifications
- College degree preferred or equivalent combination of education and relevant experience
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