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Customer Experience Leader
2 months ago
We are seeking a highly motivated and experienced Customer Experience Leader to join our team at Indigo Books & Music. As a key member of our leadership team, you will be responsible for leading the execution of work that contributes to the customer experience and omni sales results.
Key Responsibilities- Customer Service Coaching: Provide coaching and feedback to Customer Experience Representatives (CERs) on Indigo's customer service model and on suggesting and selling Indigo's products, promotions, and programs to our customers.
- Omni Sales Execution: Lead execution of activities to support strategic priorities, sales goals, and profitability targets.
- Customer Advocacy: Act as an advocate for the customer by placing them at the forefront of all decision-making processes.
- Inventory Management: Execute inventory management processes and lead returns to ensure smooth and profitable omni customer experience.
- Technology Adoption: Support new technology and digital rollouts and adoption through readiness activities, training, coaching, and feedback.
- Store Operations: Open and close store as well as responsibility for managing sales floor.
- Health and Safety: Participate in the joint health and safety committee and ensure health and safety of employees and customers is top priority.
- 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.
