Customer Operations Manager

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 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 : FunctionalManage and motivate the team to provide excellent customer service and intuitive recommendations to our customers regarding Indigo’s products, promotions, and programsEnsure 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 gapsAct as an advocate for the customer by placing them at the forefront of all decision-making processesLead omni-sales programs and ensures technology is leveraged effectively on sales floor to drive efficiency and encourage customers to shop their wayEmbrace and champion technology that creates high tech and high touch solutions for Indigo’s customersLead execution of national events and store-level initiated author and kids eventsManages store-level customer initiatives : social media channels, local assortment and consignment, and Indigo Love of Reading drivesPartner on regular visual merchandising assessments; provide product, customer experience, and sales insightLead inventory management processes and returnsOpen and close the store and responsible to manage the sales floorEnsure health and safety of employees and customers is top priority and that store complies with all provincial health and safety policies and proceduresPeopleBuild strong teams by attracting and developing the best talentBring out the best in others, empower and constructively stretch talentGive authentic feedback on performance and potentialEnsure all team members understand where they stand and have clear performance objectives aligned with Indigo and team goalsShare technical knowledge with others and actively seek to learn from those more knowledgeable than yourselfHelp others see the impacts of their efforts and proactively engage others to get inputEncourage others to freely share their point of view and be open to feedbackResponsible for the overall engagement, productivity, turnover, and bench strength of the teamCulturalModel Indigo’s beliefs and convey a positive image in everything you doCelebrate diversity of thought and have an open mindsetTake an active role in fostering a culture of continual learning, and taking risks without the fear of making mistakesEmbrace, champion, and influence change through your team and / or the organizationQualificationsCollege degree preferred or equivalent job experience2-3 years of management experience in specialty retail and / or multi-unit retail business environmentAbility to be mobile on the sales floor for extended periods of timeAvailability to work a flexible schedule, including evenings, weekends, and holidaysAbility to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniquesBilingualism (French / English) is required for all positions in QuebecAdditional InformationAt 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-HR@indigo.ca if you require an accommodation at any time during the recruitment process.WELCOME HOME #J-18808-Ljbffr