Senior Customer Experience Lead
2 weeks ago
We are seeking a highly motivated and experienced Customer Experience Leader to join our team at Indigo Books & Music. In this role, you will be responsible for leading the execution of customer experience initiatives that drive sales growth, customer satisfaction, and employee engagement.
About Us:
Indigo is Canada's Cultural Department Store, with over 170 locations across the country. We are committed to providing an exceptional customer experience through our knowledgeable staff, engaging store environments, and innovative marketing campaigns.
Job Summary:
The Customer Experience Leader will be responsible for developing and implementing strategies to enhance customer experience, including customer service training, sales floor management, and inventory operations. This role will also involve coaching and developing employees to achieve sales goals, resolving customer complaints, and maintaining a positive store image.
Responsibilities:
- Develop and implement customer experience strategies to drive sales growth and customer satisfaction.
- Lead the execution of customer service training programs to ensure high-quality customer interactions.
- Manage the sales floor to maximize sales potential and maintain a positive store environment.
- Coaching and developing employees to achieve sales goals and improve customer satisfaction.
- Resolve customer complaints in a timely and professional manner.
- Maintain accurate inventory levels and manage returns process.
- Participate in joint health and safety committee to ensure a safe working environment.
Qualifications:
- 1-2 years of experience in a customer-facing role, preferably in retail or hospitality.
- Demonstrated commitment to creating an exceptional customer experience.
- Strong leadership and communication skills.
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