Customer Experience Manager

6 days ago

Cambridge, Ontario, Canada Indigo Books & Music Inc. Full time
Job Summary

We are seeking a highly motivated and experienced Customer Experience Manager to lead the execution of work that contributes to the customer experience and omni sales results. The successful candidate will provide 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 to suggest and sell 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
    • 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 our 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
  • 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 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 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

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