Customer Experience Manager
3 weeks ago
About the Role
The Customer Operations Manager is a key member of our team, responsible for delivering exceptional customer experiences and driving omni sales results. They will lead a team to master Indigo's service model, suggest and sell Indigo's products, promotions, and programs to customers, and ensure a frictionless shopping experience by identifying areas to improve and addressing gaps in store performance.
Key Responsibilities
- Manage and motivate the team to provide excellent customer service and intuitive recommendations to customers
- Ensure strategic priorities, sales goals, and profitability targets are met by assessing and analyzing sales performance and key process scorecard data
- Act as an advocate for the customer by placing them at the forefront of all decision-making processes
- Lead omni-sales programs and ensure technology is leveraged effectively on the sales floor to drive efficiency and encourage customers to shop their way
- Embrace and champion technology that creates high tech and high touch solutions for Indigo's customers
- Lead execution of national events and store-level initiated author and kids events
- Manage store-level customer initiatives: social media channels, local assortment and consignment, and Indigo Love of Reading drives
- Partner on regular visual merchandising assessments; provide product, customer experience, and sales insight
- Lead inventory management processes and returns
- Open and close the store and responsible to manage the sales floor
- Ensure health and safety of employees and customers is top priority and that store complies with all provincial health and safety policies and procedures
Requirements
- College degree preferred or equivalent job experience
- 2-3 years of management experience in specialty retail and/or multi-unit retail business environment
- 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 Quebec
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Customer Experience Manager
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Customer Experience Manager
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