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Customer Experience Director

2 months ago

Milton, Ontario, Canada Indigo Books & Music Inc. Full time
Job Summary

We are seeking a highly motivated and experienced Customer Experience Director to lead the execution of work that contributes to the customer experience and omni sales results at Indigo Books & Music Inc.

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 and Operations
    • 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.
    • 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.
  • Inventory Management and Store Operations
    • Execute inventory management processes and lead returns to ensure smooth and profitable omni customer experience.
    • Open and close store as well as responsibility for managing sales floor.
  • Team Leadership and Development
    • Support the building of strong teams by participating in hiring activities, training new hires, and cross-training existing team.
    • Support development of talent by providing feedback on team performance to managers.
  • Cultural Ambassador
    • 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 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.