Customer Experience Director

2 weeks ago

West Vancouver, British Columbia, Canada Indigo Full time

About Indigo

Indigo is a leading Canadian retailer of books, gifts, and home decor. We are committed to creating a unique and engaging shopping experience for our customers.

Job Description

The Customer Operations Leader is a key role in our stores, responsible for leading the execution of work that contributes to the customer experience and omni sales results. This includes coaching and feedback to Customer Experience Representatives (CERs) on Indigo's customer service model and suggesting and selling Indigo's products, promotions, and programs to our customers.

Key Responsibilities

  • Coach and provide feedback to 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 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 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

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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