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Customer Experience Director

2 months ago

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

We are seeking a highly skilled and experienced Customer Operations Leader to join our team at Indigo Books & Music. As a key member of our leadership team, you will be responsible for leading the execution of work that contributes to the customer experience and omni sales results.

Key Responsibilities
  • Coach and provide feedback to Customer Experience Representatives (CERs) on providing excellent customer service and suggesting and selling Indigo's 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.
  • Lead execution of omni-sales program activities and ensure technology is leveraged effectively on the sales floor to drive efficiency and encourage customers to shop their way.
  • Support new technology and digital rollouts and adoption through readiness activities, training, coaching, and feedback.
  • Embrace and champion technology that creates high-tech and high-touch solutions for Indigo's customers.
  • Support execution of experiential, marketing, and community elements of customer experience, including national and store-level author and kids events, store-level customer initiatives, and Indigo Love of Reading drives.
  • Execute inventory management processes and lead returns to ensure smooth and profitable omni customer experience.
  • Open and close the store, as well as responsibility for managing the sales floor.
  • Participate in the joint health and safety committee and ensure the health and safety of employees and customers is a top priority.
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-oriented.
  • 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.
About Indigo

At Indigo, we are committed to our communities, our customers, and each other. 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 color, 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- if you require an accommodation at any time during the recruitment process.