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Customer Experience Manager

3 weeks ago

Kingston, Canada Indigo Books & Music 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 150 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**:
You support the leadership team to cultivate an environment that promotes authentic best-in-class employee and customer experiences and are guided by our culture and our mission of adding joy. Your role as a Customer Experience Manager for Reading, Lifestyle and Kids is one of collaboration, innovation, inspiration, support, and coaching and in doing so; you help to sustain a high performing culture. You consistently role model the Indigo Beliefs and are a leader that sets examples for your team to follow
You share your passion for books, culture, toys and games, art and design with your team and customers.

WHAT YOU’LL DO
- Support and empower a team of Customer Experience Representatives to make decisions, creating a highly engaged and high performing team.
- Recruit and develop a high-performing team that is accountable for creating a best-in-class employee experience
- Work with the General Manager/ Associate General Manager to develop internal talent; building a bench for future store needs.
- Unlock full potential of employees by providing consistent feedback
- Own self-development and provides continuous feedback to General Manager/Associate General Manager
- Role model Indigo’s High Performance Characteristics
- Represent Indigo as a brand ambassador, bringing to life Indigo’s mission of creating joy
- Promote a Story Telling culture fulfilling our goal to enrich the lives of our customers.
- Cultivate an environment of trust where the opinions, voices, and well-being of employees are valued, enabling people to bring their best selves to work
- Inspire a customer-centric culture in stores bringing to life Indigo’s mission of creating joy and enriching lives
- Foster an environment where everyone knows their health and safety is a top priority and where everyone actively participates in ensuring the health and safety of each other and our customers
- Respond to customer feedback in a timely manner ensuring that the customer remains a top priority
- Align with General Manager/Associate General Manager on goals and objectives for fiscal year
- Ensure teams drive best-in-class employee engagement and net promoter scores
- Consistently meet and exceed sales plans
- Communicate scheduling needs to the TEAM Primary User to ensure CER schedules are fully optimized to drive sales and productivity
- Support the General Manager/Associate General Manager in effectively managing budgets and cost centres, driving positive Store Profitability
- Actively engage in community-based marketing and events to grow sales and strengthen community ties
- Launch and evaluate new programs and initiatives that impact business performance

**Qualifications**:
WHO YOU ARE
- 2 + year of management or leadership experience with demonstrable skills and success in leading and developing others
- Experience in retail or the services sector
- Proven track record of achieving sales and performance targets
- 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
- Passionate
- Curious
- Humble
- Giving
- Driven
- Bilingualism (French/English) is required for all positions in Québec

Additional Information

**WELCOME HOME