Customer Experience Manager

7 days ago


Milton, Ontario, Canada Indigo Books & Music Inc. Full time

Job Title: Customer Experience Manager - Retail Operations

About Indigo:

At Indigo Books & Music Inc., we are committed to creating an exceptional employee and customer experience. As a leading Canadian retailer, we offer a dynamic work environment that fosters diversity and inclusion, creativity, and innovation.

Job Summary:

We are seeking a Customer Experience Manager - Retail Operations to lead the execution of activities that support strategic priorities, sales goals, and profitability targets. The ideal candidate will have 1-2 years of experience in a customer service, merchandising or operations role, with a demonstrated commitment to creating an exceptional employee and customer experience.

Responsibilities:

  • Lead Execution: Provide coaching and feedback to Customer Experience Representatives (CERs) on providing excellent customer service and suggesting and selling Indigo's products, promotions, and programs.
  • Strategic Priorities: Lead execution of activities to support strategic priorities, sales goals, and profitability targets.
  • Customer Focus: Act as an advocate for the customer by placing them at the forefront of all decision-making processes.
  • Innovation: Proactively identify and anticipate customer expectations and needs, consistently identifying areas for improvement, diagnosing issues, and working to resolve them.
  • Omnichannel Sales: Lead execution of omni-sales program activities and ensure technology is leveraged effectively on the sales floor to drive efficiency and encourage customers to shop their way.
  • Talent Development: Support the building of strong teams by participating in hiring activities, training new hires, and cross-training existing team members.

Requirements:

  • Experience: 1-2 years of experience in a customer service, merchandising or operations role.
  • Commitment: Demonstrated commitment to creating an exceptional employee and customer experience.
  • Leadership: Experience leading others.
  • Health and Safety: Knowledge of provincial health and safety standards.
  • Performance Orientation: Performance oriented.
  • Business Acumen: Ability to exercise good business acumen and systemic thinking that supports meaningful decisions.
  • Agility: Ability to prioritize, plan, and execute while being agile.

Salary: $60,000 - $80,000 per year, depending on experience.

Benefits:

  • Comprehensive Health and Dental Plan.
  • RRSP Matching Program.
  • Employee Discount Program.

About Working at Indigo:

We welcome applications from individuals who identify as Black, Indigenous, a person of colour, LGBTQ2+ and people with disabilities. Accommodations are available upon request to individuals who self-identify as having a disability or special need.



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