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Customer Experience Director

2 months ago

Milton, Ontario, Canada Indigo Books & Music Full time
About the Role

We are seeking a highly skilled and experienced Customer Experience Director 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 Experience
    • Coach and provide feedback to Customer Experience Representatives (CERs) on providing excellent customer service and suggesting and selling Indigo's products, promotions, and programs.
    • Lead execution of activities to support strategic priorities, sales goals, and profitability targets.
    • Act as an advocate for the customer by placing them at the forefront of all decision-making processes.
    • Proactively identify and anticipate customer expectations and needs.
    • Consistently identify areas for improvement, diagnose issues, and work to resolve them.
  • Omni Sales
    • Lead execution of omni-sales program activities and ensure technology is leveraged effectively on sales floor to drive efficiency and encourage customers to shop their way.
    • Support new technology and digital rollouts and adoption through readiness activities, training, coaching, and feedback.
    • Embrace and champion technology that creates high tech and high touch solutions for Indigo's customers.
  • Inventory Management
    • Execute inventory management processes and lead returns to ensure smooth and profitable omni customer experience.
  • Store Operations
    • Open and close store as well as responsibility for managing sales floor.
    • Participate in the joint health and safety committee and ensure health and safety of employees and customers is top priority.
Requirements
  • 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 orientated.
  • 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.