Customer Operations Leader

1 week ago

Cambridge, Ontario, Canada Indigo Books & Music Inc. Full time
Job Description

The Customer Operations Leader is responsible for leading the execution of work that contributes to the customer experience and omni sales results. They provide coaching and feedback to Customer Experience Representatives (CERs) on our customer service model and on suggesting and selling our products, promotions, and programs to our customers. They ensure our customers have a frictionless experience of the store's omni and payment operations. Responsible for inventory operations in the store. They help influence a store culture that promotes employee engagement, growth, and development.

Key Responsibilities:

  • Coach and provide feedback to CERs on providing excellent customer service and to suggest and sell our 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
  • 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 our customers
  • Support execution of experiential, marketing, and community elements of customer experience including national and store-level author and kids events, store-level customer initiatives, and Indigo Love of Reading drives
  • 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
  • Participate in the joint health and safety committee and ensure health and safety of employees and customers is top priority

Leadership and Team Management:

  • 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
  • Collaborate with others to drive flexible and just in time solutions
  • Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
  • Help others see the impacts of their efforts and proactively engage other functions to receive input
  • Encourage others to freely share their point of view and be open to feedback

Cultural Fit:

  • Model our company's values 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
  • Embrace, champion, and influence change through your team and/or the organization

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