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2 months ago
About Indigo Books & Music
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 Summary
We are seeking a highly motivated and experienced Customer Operations Leader to join our team. As a key member of our store operations team, you will be responsible for leading the execution of work that contributes to the customer experience and omni sales results.
Key Responsibilities
- Customer Experience
- Coach and provide feedback to Customer Experience Representatives (CERs) on providing excellent customer service and suggesting and selling Indigo's products, promotions, and programs.
- 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.
- Omni Sales
- Lead execution of activities to support strategic priorities, sales goals, and profitability targets.
- 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.
- Inventory Management
- Execute inventory management processes and lead returns to ensure smooth and profitable omni customer experience.
- Store Operations
- 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 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 Full-time 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.
