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Customer Operations Leader

2 months ago

Milton, Ontario, Canada Indigo Books & Music Full time
Customer Operations Leader Customer Operations Leader

The Customer Operations Leader is a key role that drives the execution of work that contributes to the customer experience and omni sales results. This leader provides coaching and feedback to Customer Experience Representatives (CERs) on Indigo's customer service model and on suggesting and selling Indigo's products, promotions, and programs to our customers.

Key Responsibilities:
  • Coach and provide feedback to CERs on providing excellent customer service and to suggest and sell Indigo's products, promotions, and programs
  • Lead execution of activities to support strategic priorities, sales goals, and profitability targets
  • Act as an advocate for the customer by placing them at the forefront of all decision-making processes
  • Proactively identify and anticipate customer expectations and needs
  • Consistently identify areas for improvement, diagnose issues and work to resolve them
  • Lead execution of omni-sales program activities and ensure technology is leveraged effectively on sales floor to drive efficiency and encourage customers to shop their way
  • Support new technology and digital rollouts and adoption through readiness activities, training, coaching, and feedback
  • Embrace and champion technology that creates high tech and high touch solutions for Indigo's customers
  • Support execution of experiential, marketing, and community elements of customer experience including national and store-level author and kids events, store-level customer initiatives, and Indigo Love of Reading drives
  • Execute inventory management processes and lead returns to ensure smooth and profitable omni customer experience
  • Open and close store as well as responsibility for managing sales floor
  • Participate in the joint health and safety committee and ensure health and safety of employees and customers is top priority
People Development:
  • Support the building of strong teams by participating in hiring activities, training new hires, and cross-training existing team
  • Support development of talent by providing feedback on team performance to managers
  • Collaborate with others to drive flexible and just in time solutions
  • Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
  • Help others see the impacts of their efforts and proactively engage other functions to receive input
  • Encourage others to freely share their point of view and be open to feedback
Cultural Ambassador:
  • Model Indigo's beliefs and convey a positive image in everything you do
  • Celebrate diversity of thought and have an open mindset
  • Take an active role in fostering a culture of continual learning and taking risks without the fear of making mistakes
  • Embrace, champion, and influence change through your team and/or the organization
Qualifications:
  • 1-2 years of experience in a customer service, merchandising or operations role
  • Demonstrated commitment to creating an exceptional employee and customer experience
  • Experience leading others
  • Knowledge of provincial health and safety standards
  • Performance orientated
  • Ability to exercise good business acumen and systemic thinking that supports meaningful decisions
  • Ability to prioritize, plan and execute while being agile
  • Ability to be mobile on the sales floor for extended periods of time
  • Availability to work a flexible schedule, including evenings, weekends, and holidays
  • Ability to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques
  • Bilingualism (French/English) is required for all positions in Québec
About Indigo:

At Indigo, we are committed to our communities, our customers, and each other; together we can make a positive impact. We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. We are driven to be an equitable employer, which highly values your diverse backgrounds, experiences, and perspectives.

Our Culture:
  • We love books and all things beautiful
  • We are Canada's Cultural Department Store
  • Books are our heart and our soul and Great Books are JUST the Beginning...

We play by the following rules:

  • We exist to add joy to our customers' lives each and every time they interact with us and our products
  • Our job is to create joyful moments for our customers
  • We treat each other the way we'd treat a valued friend
  • We inspire each other to do our best work
  • We seek to ignite creativity and innovation every day
  • We give back to the communities in which we operate