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Customer Experience Leader

2 months ago

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

We are seeking a highly motivated and experienced professional to join our team as a Customer Experience Leader. 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 Service and Sales
    • 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.
  • Omni Sales Program
    • 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.
  • Inventory Management
    • Execute inventory management processes and lead returns to ensure smooth and profitable omni customer experience.
  • Leadership and Development
    • Support the building of strong teams by participating in hiring activities, training new hires, and cross-training existing team members.
    • Support development of talent by providing feedback on team performance to managers.
  • Culture and Community
    • Model Indigo's beliefs and convey a positive image in everything you do.
    • Celebrate diversity of thought and have an open mindset.
    • Take an active role in fostering a culture of continual learning and taking risks without the fear of making mistakes.
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-oriented.
  • 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 Full-time 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.