Customer Operations Leader

Company DescriptionDedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 170 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.WHO WE AREWe love books and all things beautifulWe are Canada’s Cultural Department StoreBooks are our heart and our soul and Great Books are JUST the Beginning…We play by the following rules:We exist to add joy to our customers’ lives each and every time they interact with us and our productsOur job is to create joyful moments for our customersWe treat each other the way we’d treat a valued friendWe inspire each other to do our best workWe seek to ignite creativity and innovation every dayWe give back to the communities in which we operateJob DescriptionThe 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 Indigo’s customer service model and on suggesting and selling Indigo’s 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. WHAT YOU'LL DO:FunctionalCoach and provide feedback to CERs on providing excellent customer service and to suggest and sell Indigo’s products, promotions, and programsLead execution of activities to support strategic priorities, sales goals, and profitability targetsAct as an advocate for the customer by placing them at the forefront of all decision-making processesProactively identify and anticipate customer expectations and needsConsistently identify areas for improvement, diagnose issues and work to resolve themLead execution of omni-sales program activities and ensure technology is leveraged effectively on sales floor to drive efficiency and encourage customers to shop their waySupport new technology and digital rollouts and adoption through readiness activities, training, coaching, and feedbackEmbrace and champion technology that creates high tech and high touch solutions for Indigo’s customersSupport 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 drivesExecute inventory management processes and lead returns to ensure smooth and profitable omni customer experienceOpen and close store as well as responsibility for managing sales floorParticipate in the joint health and safety committee and ensure health and safety of employees and customers is top priorityPeopleSupport the building of strong teams by participating in hiring activities, training new hires, and cross-training existing teamSupport development of talent by providing feedback on team performance to managersCollaborate with others to drive flexible and just in time solutionsShare technical knowledge with others and actively seek to learn from those more knowledgeable than yourselfHelp others see the impacts of their efforts and proactively engage other functions to receive inputEncourage others to freely share their point of view and be open to feedbackCulturalModel Indigo’s beliefs and convey a positive image in everything you doCelebrate diversity of thought and have an open mindsetTake an active role in fostering a culture of continual learning and taking risks without the fear of making mistakesEmbrace, champion, and influence change through your team and/or the organizationQualificationsWHO YOU ARE:1-2 years of experience in a customer service, merchandising or operations roleDemonstrated commitment to creating an exceptional employee and customer experienceExperience leading othersKnowledge of provincial health and safety standardsPerformance orientatedAbility to exercise good business acumen and systemic thinking that supports meaningful decisionsAbility to prioritize, plan and execute while being agileAbility to be mobile on the sales floor for extended periods of timeAvailability to work a flexible schedule, including evenings, weekends, and holidaysAbility to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniquesBilingualism (French/English) is required for all positions in Québec