Customer Experience Manager

2 months ago

Toronto, Ontario, Canada Indigo Books & Music Full time
About the Role

The Customer Experience Leader is a key member of the Store's Leadership Team, responsible for driving and executing work that contributes to the Store's operations and customer experience. This role supports the achievement of strategic priorities that are cascaded from the Retail Strategic Initiatives to the Store and Functional level.

Key Responsibilities
  • Customer Experience: Work collaboratively with the Store Leadership team to inspire a customer-centric culture, bringing to life Indigo's mission while incorporating both physical and online channels to meet customer needs.
  • Store Operations: Be responsible for the opening and closing of the store, daily store operations, customer experience, maintaining visual standards, and achieving or exceeding sales plans.
  • Team Management: Ensure the team is well-informed about products, promotions, and programs.
  • Work Planning: Support the planning, prioritization, and execution of work.
  • Facilities and Maintenance: Be responsible for the facilities, maintenance, health and safety, and loss prevention of the store on the shift you are leading.
  • Culture and Feedback: Live and inspire Indigo's High Performance Characteristics and lead a Story Telling culture. Practice and role model Feedback and Coaching - The Indigo Way.
  • Talent Management: Participate in talent calibration and contribute to talent management and acquisition activities to support Indigo's goal to build strong teams and attract and develop the best talent.
  • Employee Experience: 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.
  • Adaptability and Change: Embrace and role model change.
  • Health and Safety: 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.
Requirements
  • 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.
  • Performance-oriented.
  • Ability to exercise good business acumen and systemic thinking that supports meaningful decisions.
  • Ability to prioritize, plan, and execute while being agile.
  • Knowledge of Provincial Health & Safety standards.
  • Ability to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques.
  • Minimum 25 hours a week availability that includes evenings and weekends and could include early mornings and holidays.

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