Customer Experience Director

1 week ago

Milton, Ontario, Canada Indigo Books & Music Full time

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. The successful candidate 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 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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