Customer Operations Manager

4 weeks ago

Victoria, British Columbia, Canada Indigo Full time
Company Description

Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 170 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.

WHO WE ARE

  • 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
Job Description

The Customer Operations Manager is responsible for the customer experience and the store's omni sales results. They lead a team to master Indigo's service model and to suggest and sell Indigo's products, promotions, and programs to our customers. They are responsible for the store's omni-businesses, ensuring our customers have a frictionless shopping experience by identifying areas to improve and addressing gaps in store performance. They help create an environment and store culture that promotes employee engagement, growth, and development.

WHAT YOU'LL DO:

Functional

  • Manage and motivate the team to provide excellent customer service and intuitive recommendations to our customers regarding Indigo's products, promotions, and programs
  • Ensure strategic priorities, sales goals, and profitability targets are met by assessing and analyzing sales performance and key process scorecard data; create action plans to address gaps
  • Act as an advocate for the customer by placing them at the forefront of all decision-making processes
  • Lead omni-sales programs and ensures technology is leveraged effectively on sales floor to drive efficiency and encourage customers to shop their way
  • Embrace and champion technology that creates high tech and high touch solutions for Indigo's customers
  • Lead execution of national events and store-level initiated author and kids events
  • Manages store-level customer initiatives: social media channels, local assortment and consignment, and Indigo Love of Reading drives
  • Partner on regular visual merchandising assessments; provide product, customer experience, and sales insight
  • Lead inventory management processes and returns
  • Open and close the store and responsible to manage the sales floor
  • Ensure health and safety of employees and customers is top priority and that store complies with all provincial health and safety policies and procedures

People

  • Build strong teams by attracting and developing the best talent
  • Bring out the best in others, empower and constructively stretch talent
  • Give authentic feedback on performance and potential
  • Ensure all team members understand where they stand and have clear performance objectives aligned with Indigo and team goals
  • 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 others to get input
  • Encourage others to freely share their point of view and be open to feedback
  • Responsible for the overall engagement, productivity, turnover, and bench strength of the team

Cultural

  • 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

WHO YOU ARE:

  • College degree preferred or equivalent job experience
  • 2-3 years of management experience in specialty retail and/or multi-unit retail business environment
  • 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 Quebec
Additional Information

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. We believe that you, in all your uniqueness, belong at Indigo. We welcome all applicants and encourage applications from individuals who identify as Black, Indigenous, a person of colour, LGBTQ2+ and people with disabilities. Accommodations are available upon request to individuals who self-identify as having a disability or special need. Please contact Human Resources at Support- if you require an accommodation at any time during the recruitment process.

WELCOME HOME

  • Customer Operations Manager

    3 weeks ago

    Victoria, British Columbia, Canada Indigo Books & Music Full time

    The Customer Operations Manager is responsible for the customer experience and the store's omni sales results. They lead a team to master Indigo's service model and to suggest and sell Indigo's products, promotions, and programs to our customers. They are responsible for the store's omni-businesses, ensuring our customers have a frictionless shopping...

  • Customer Operations Manager

    5 days ago

    Victoria, British Columbia, Canada Indigo Cultural Department Store Full time

    Job DescriptionThe Customer Operations Manager is responsible for the customer experience and the store's omni sales results. They lead a team to master Indigo's service model and to suggest and sell Indigo's products, promotions, and programs to our customers. They are responsible for the store's omni-businesses, ensuring our customers have a frictionless...

  • Manager Customer Trust Operations

    4 weeks ago

    Victoria, British Columbia, Canada Amazon Full time

    DESCRIPTIONThe Customer Trust Manager is responsible for all Customer Trust operations, accurate execution of established programs and adherence, and business-and executive-level escalations. We are seeking a candidate with mature business judgement, management experience and exceptional analytical skills – someone who looks around corners, is able connect...

  • Manager Customer Trust Operations

    5 days ago

    Victoria, British Columbia, Canada Amazon Full time

    DESCRIPTIONThe Customer Trust Manager is responsible for all Customer Trust operations, accurate execution of established programs and adherence, and business-and executive-level escalations. We are seeking a candidate with mature business judgement, management experience and exceptional analytical skills – someone who looks around corners, is able connect...

  • Manager Customer Trust Operations

    3 weeks ago

    Victoria, British Columbia, Canada Amazon Full time

    DESCRIPTIONThe Customer Trust Manager is responsible for all Customer Trust operations, accurate execution of established programs and adherence, and business-and executive-level escalations. We are seeking a candidate with mature business judgement, management experience and exceptional analytical skills – someone who looks around corners, is able connect...

  • Operations Manager

    5 days ago

    Victoria, British Columbia, Canada 1-800-GOT-JUNK? Full time

    Operations ManagerAre you an "it's all about the people" leader, a leader who believes your employees are your greatest asset, seeking a challenging and rewarding opportunity in a fast-paced environment? Would you enjoy being part of a dedicated team that works together to create a meaningful difference in the lives of our customers and employees? Well, you...

  • Operations Manager

    5 days ago

    Victoria, British Columbia, Canada Townline Homes Inc Full time

    About TownlineThe Townline Group is a Real Estate Development Company primarily focused in the Lower Mainland and Vancouver Island. Our development and construction portfolios are diverse and consist of mixed-used multi-family and commercial construction, as well as non-market and purpose-built rental housing. Townline is a well-rounded company with proven...

  • Manager, Operations

    5 days ago

    Victoria, British Columbia, Canada PBC Solutions Full time

    PBC Solutions is looking for a Manager, Operations to join our growing teamAbout PBC SolutionsPBC Solutions Ltd. was created in 2022 as a wholly owned subsidiary of PBC Health Benefits Society (operating as Pacific Blue Cross), #1 health benefits provider in BC. Our mandate is to design, transform, and deliver the benefits and claims administration services...

  • Loader, Trucks

    5 days ago

    Victoria, British Columbia, Canada Lumberworld Operations Ltd Full time

    Work Term: Permanent Work Language: English Hours: 40 hours per week Education: Secondary (high) school graduation certificate Experience: 1 year to less than 2 years- or equivalent experienceWork site environment: Outdoors Dusty Hot Noisy Wet/dampWork setting: Urban area WarehouseTasks: Build pallets Load, unload and move products and materials by hand or...

  • Retail Operations Manager

    5 days ago

    Victoria, British Columbia, Canada The Root Cellar Village Green Grocer Full time

    WHO WE ARE_The Root Cellar Village Green Grocer __is your fresh & innovative destination market__for extraordinary food experiences._We are a market among many, but our business model stands alone by providing an experiential shopping atmosphere driven by a passion for sustainability and a locally focused purchasing philosophy.We are a family business...

  • Community Operations Manager

    5 days ago

    Victoria, British Columbia, Canada Amica Senior Lifestyles Full time

    Job Description:**_COMMUNITY OPERATIONS MANAGER_**_ Amica Jubilee House__ Full Time_Amica Senior Lifestyles is setting a new standard for senior living in Canada by combining unparalleled premium hospitality and amenities with expert care and support to deliver a personalized senior living experience. Committed to enriching the lives of seniors now and as...

  • Manager, Facilities Operations

    1 month ago

    Victoria, British Columbia, Canada Camosun College Full time

    A) JOB SUMMARYFacilities Services and Campus Development is responsible for planning, providing, and maintaining an appropriate and effective physical learning & working environment at Camosun College. As a key steward of the College's physical environment, the department is responsible for long term building and site planning, new construction, renovations...

  • Manager, Facilities Operations

    3 weeks ago

    Victoria, British Columbia, Canada Camosun College Full time

    A) JOB SUMMARYFacilities Services and Campus Development is responsible for planning, providing, and maintaining an appropriate and effective physical learning & working environment at Camosun College. As a key steward of the College's physical environment, the department is responsible for long term building and site planning, new construction, renovations...

  • Boutique Hotel Operations Manager

    5 days ago

    Victoria, British Columbia, Canada EightSix Network Inc Full time

    The Evergreen Hospitality Group is one of BC's largest family-owned hospitality & tourism groups. We currently operate more than 20 properties in some of the most beautiful parts of British Columbia, from Vancouver Island (Victoria, Nanaimo, Parksville, Courtney, and Ucluelet), to the Lower Mainland (Burnaby, Langley, Abbotsford), to the Sunshine Coast...

  • Boutique Hotel Operations Manager

    5 days ago

    Victoria, British Columbia, Canada Evergreen Hospitality Group Full time

    The Evergreen Hospitality Group is one of BC's largest family-owned hospitality & tourism groups. We currently operate more than 20 properties in some of the most beautiful parts of British Columbia, from Vancouver Island (Victoria, Nanaimo, Parksville, Courtney, and Ucluelet), to the Lower Mainland (Burnaby, Langley, Abbotsford), to the Sunshine Coast...

  • Boutique Hotel Operations Manager

    5 days ago

    Victoria, British Columbia, Canada Evergreen Hospitality Group Full time

    Company OverviewThe Evergreen Hospitality Group is one of BC's largest family-owned hospitality & tourism groups. We currently operate more than 20 properties in some of the most beautiful parts of British Columbia, from Vancouver Island (Victoria, Nanaimo, Parksville, Courtney, and Ucluelet), to the Lower Mainland (Burnaby, Langley, Abbotsford), to the...

  • Boutique Hotel Operations Manager

    5 days ago

    Victoria, British Columbia, Canada Evergreen Hospitality Group Full time

    Company OverviewThe Evergreen Hospitality Group is one of BC's largest family-owned hospitality & tourism groups. We currently operate more than 20 properties in some of the most beautiful parts of British Columbia, from Vancouver Island (Victoria, Nanaimo, Parksville, Courtney, and Ucluelet), to the Lower Mainland (Burnaby, Langley, Abbotsford), to the...

  • Operations Warehouse Manager

    5 days ago

    Victoria, British Columbia, Canada Islands West Produce Full time

    If you are looking to join a dynamic and growing team, Islands West Produce has the right job for you With a long history in Victoria, we pride ourselves on providing excellent client service and being passionate about our Islands West product offerings.We are seeking a highly organized and motivated _Operations Warehouse Manager_ passionate about logistics...

  • Delivery Truck Driver

    5 days ago

    Victoria, British Columbia, Canada Lumberworld Operations Ltd Full time

    Education: Secondary (high) school graduation certificate Experience: 1 year to less than 2 years- or equivalent experienceTasks: Operate and drive automobiles, vans and light trucks to pick up and deliver various items and products Professionalism in customer service Prepare, package and restock goods Load and unload goods Use maps and other trip planning...

  • Operations Manager

    5 days ago

    Victoria, British Columbia, Canada Public Health Association of BC Full time

    Operations ManagerVictoria, BC1.0 FTEJuly October 2024 (Maternity Coverage)OverviewReporting to the Executive Director, the Operations Manager will provide leadership and enterprise-wide support to operations and initiatives that will contribute to PHABC's mandate, including a hands-on approach in leading their team to execute its duties and...