General Manager

Compensation: CAD 57000
- CAD 93000
- yearly Company 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 General Manager translates Indigo’s strategic priorities into entrepreneurial, locally relevant execution that strengthens community connection and brand affinity while delivering a customer-centric experience that drives sales, engagement, loyalty, and profitability. Using strong systems thinking, this role ensures store processes and routines are both efficient and effective across customer experience, visual merchandising, product flow, scheduling, loss prevention, and talent development. The General Manager is a key driver of retail results, fostering 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. KEY PERFORMANCE METRICS Net Promoter Score (NPS) Net sales and profitability Loyalty (plum and email acquisition) Key Process Scorecard results Store engagement score

KEY RESPONSIBILITIES
– what the work is Leads the translation of Indigo’s strategic priorities into focused, store-level execution, leveraging the My Performance Scorecard process to align objectives, drive disciplined action, and deliver measurable results. Anticipates and mitigates risks to execution, identifying systemic barriers and influencing cross-functional partners to enable consistent delivery of the intended customer and operational experience. 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, in-the-moment coaching to reinforce behaviours, elevate execution, and drive customer engagement and results. Champions meaningful connection to the local community through book localization, curated events and experiences, and an authentic social media presence that builds engagement, relevance, and brand affinity. Ensures consistent delivery of Indigo’s brand standards through disciplined visual merchandising execution, leveraging the VMA process to reinforce presentation, drive consistency, and enhance the customer experience. Drives effective and efficient store operations through regular review of Key Process Scorecard performance, using insights to coach the team, reinforce accountability, and continuously improve execution and results. Owns the scheduling process, ensuring effective deployment of labour to deliver a consistent customer experience while optimizing productivity and operational efficiency. Delivers profitability through disciplined resource management and leadership of targeted shortage and shrink action plans, mitigating inventory risk while protecting sales and operational performance. Applies strong business acumen to identify opportunities, assess performance, and take action to improve store results. Ensures clarity of roles, responsibilities, and accountability across the store team, reinforcing expectations aligned to the store structure and RASI model. Recruits, develops, and retains a high-performing store leadership and CER team through structured onboarding, coaching, and ongoing development. Leads talent review, calibration, and succession planning within the store, identifying high-potential employees and creating targeted development opportunities. Identifies and addresses performance, conduct, and engagement risks, taking appropriate action to maintain a strong, values‑aligned team. Drives employee engagement through strong employee relations, meaningful action planning, and the creation of a collaborative, inclusive team environment. Ensures the health and safety of employees and customers, ma