Customer Experience Manager

2 days ago

City of Lloydminster, Canada Indigo Books & Music Full time
About the Role

We are seeking a highly motivated and experienced Customer Experience Leader to join our team at Indigo Books & Music. As a key member of our Store Leadership Team, you will be responsible for leading and executing work that contributes to the Store's operations and customer experience.

Key Responsibilities
  • Lead and inspire a customer-centric culture, bringing to life Indigo's mission while incorporating both physical and online channels to meet customer needs.
  • Be responsible for the opening and closing of the store, daily store operations, customer experience, maintaining visual standards, and achieving or exceeding sales plans.
  • Ensure the team is well-informed about products, promotions, and programs.
  • Support planning, prioritization, and execution of work.
  • Be responsible for facilities, maintenance, health and safety, and loss prevention of the store.
  • Live and inspire Indigo's High Performance Characteristics and lead a Storytelling culture.
  • Practice and role-model Feedback and Coaching - The Indigo Way.
  • Participate in talent calibration and contribute to talent management and acquisition activities.
  • Contribute to the development of Customer Experience Representative (CER) talent.
  • Cultivate an environment of trust, valuing employee opinions, voices, and well-being.
  • Embrace and role-model change.
  • Foster an environment where everyone prioritizes health and safety.
Requirements
  • 1-2 years of experience in customer service, merchandising, or operations.
  • Demonstrated commitment to creating an exceptional employee and customer experience.
  • Experience leading others.
  • Performance-oriented.
  • Ability to exercise good business acumen and systemic thinking.
  • 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, including evenings and weekends, and potentially early mornings and holidays.
About Indigo

We are committed to our communities, customers, and each other. We believe that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. 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.

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