Customer Experience Leader
7 days ago
Job Title: Customer Experience Leader
Job Summary:
We are seeking a highly motivated and experienced Customer Experience Leader to join our team at Indigo Books & Music Inc. As a Customer Experience Leader, you will be responsible for leading the execution of work that contributes to the customer experience and omni sales results.
Key Responsibilities:
- Customer Service: Coach and provide feedback to Customer Experience Representatives (CERs) on providing excellent customer service and to suggest and sell Indigo's products, promotions, and programs.
- Leadership: 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.
Requirements:
- Experience: 1-2 years of experience in a customer service, merchandising or operations role.
- Leadership: Demonstrated commitment to creating an exceptional employee and customer experience. Experience leading others.
- Knowledge: Knowledge of provincial health and safety standards.
- Skills: Performance oriented. Ability to exercise good business acumen and systemic thinking that supports meaningful decisions. Ability to prioritize, plan and execute while being agile.
- Availability: Availability to work a flexible schedule, including evenings, weekends, and holidays.
- Physical Demands: Ability to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques.
What We Offer:
We are committed to our communities, our customers, and each other; together we can make a positive impact. We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. We are driven to be an equitable employer, which highly values your diverse backgrounds, experiences, and perspectives. We believe that you, in all your uniqueness, belong at Indigo.
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