Customer Experience Leader

4 weeks ago

Sault Ste Marie, Ontario, Canada Indigo Full time

About Indigo

Indigo is a leading Canadian retailer of books, gifts, and home decor. We are dedicated to creating a unique shopping experience that inspires our customers to explore, discover, and enjoy.

Job Description

The Customer Experience Leader is a key member of the Store Leadership Team, responsible for leading and executing work that contributes to the Store's operations and customer experience. This role supports the achievement of strategic priorities and ensures budget and cost centre management while contributing to the achievement of the Store's sales plans and long-term desired outcome of profitability and growth.

Key Responsibilities

  • Work collaboratively with the Store Leadership team to inspire a customer-centric culture and bring to life Indigo's mission.
  • Be responsible for the opening and closing of the store, daily store operations, customer experience, maintaining visual standards, and achieving or exceeding sales plans.
  • Ensure the team is well-informed about the products that Indigo carries, promotions, and programs.
  • Support the planning, prioritization, and execution of the work you and the team are doing.
  • Be responsible for the facilities, maintenance, health and safety, and loss prevention of the store on the shift you are leading.
  • Live and inspire Indigo's High Performance Characteristics and lead a Story Telling culture.
  • Practice and role model Feedback and Coaching - The Indigo Way.
  • Participate in talent calibration and contribute to talent management and acquisition activities to support Indigo's goal to build strong teams and attract and develop the best talent.
  • Contribute to the development of CER talent.
  • Cultivate an environment of trust where the opinions, voices, and well-being of employees are valued, enabling people to bring their best selves to work.
  • Embrace and role model change.
  • Foster an environment where everyone knows their health and safety is a top priority and where everyone actively participates in ensuring the health and safety of each other and our customers.

Qualifications

WHO YOU ARE:

  • 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.
  • Performance orientated.
  • Ability to exercise good business acumen and systemic thinking that supports meaningful decisions.
  • Ability to prioritize, plan, and execute while being agile.
  • Knowledge of Provincial Health & Safety standards.
  • Ability to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques.
  • Minimum 25 Hours a week availability that includes evenings and weekends and could include early mornings and holidays.

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