Customer Experience Director

1 week ago

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

The Customer Experience Director – Store Experience is a key leadership position responsible for driving the execution of work that contributes to the customer experience and omni sales results. This role provides coaching and feedback to Customer Experience Representatives (CERs) on our customer service model and on suggesting and selling our products, promotions, and programs to our customers.

Key Responsibilities
  • Functional
    • Coach and provide feedback to CERs on providing excellent customer service and suggesting and selling our products, promotions, and programs
    • Lead execution of activities to support strategic priorities, sales goals, and profitability targets
    • Act as an advocate for the customer by placing them at the forefront of all decision-making processes
    • Proactively identify and anticipate customer expectations and needs
    • Consistently identify areas for improvement, diagnose issues and work to resolve them
    • Embrace and champion technology that creates high tech and high touch solutions for our customers
    • Support execution of experiential, marketing, and community elements of customer experience including social media, national and store-level author and kids events, store-level customer initiatives, and Indigo Love of Reading drives
    • Lead execution of payment experience, including maintenance of cash office and payment desk
    • Open and close store as well as responsibility for managing sales floor
    • Participate in the joint health and safety committee and ensure health and safety of employees and customers is top priority
  • People
    • Support the building of strong teams by participating in hiring activities, training new hires, and cross-training existing team
    • Support development of talent by providing feedback on team performance to managers
    • Collaborate with others to drive flexible and just in time solutions
    • 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 other functions to receive input
    • Encourage others to freely share their point of view and be open to feedback
  • Cultural
    • Model our company'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
    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
    • Knowledge of provincial health and safety standards
    • Performance orientated
    • Ability to exercise good business acumen and systemic thinking that supports meaningful decisions
    • Ability to prioritize, plan and execute while being agile
    • 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 Québec

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