Sales and Customer Experience Manager

Company Description

Dedicated 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 200 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 ARE
- We love books and all things beautiful
- We are Canada’s Cultural Department Store
- Books 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 products
- Our job is to create joyful moments for our customers
- We treat each other the way we’d treat a valued friend
- We inspire each other to do our best work
- We seek to ignite creativity and innovation every day
- We give back to the communities in which we operate

**Job Description**:
**MISSION**
The Sales and Customer Experience Manager is responsible for the customer experience and the store’s omni sales results. They lead a team to master Indigo’s service model and to suggest and sell Indigo’s products, promotions, and programs to our customers. They are responsible for the store’s omni-businesses, ensuring our customers have a frictionless shopping experience by identifying areas to improve and addressing gaps in store performance. They help create an environment and store culture that promotes employee engagement, growth, and development.

**KEY PERFORMANCE METRICS**
- Net Promoter Score
- Sales revenue and profit targets
- Loyalty targets
- Key Process Scorecard targets
- Employee Engagement Score

**KEY ACCOUNTABILITIES**
Functional
- Manage and motivate the team to provide excellent customer service and intuitive recommendations to our customers regarding Indigo’s products, promotions, and programs
- Ensure strategic priorities, sales goals, and profitability targets are met by assessing and analyzing sales performance and key process scorecard data; create action plans to address gaps
- Act as an advocate for the customer by placing them at the forefront of all decision-making processes
- Lead omni-sales programs and ensures technology is leveraged effectively on sales floor to drive efficiency and encourage customers to shop their way
- Embrace and champion technology that creates high tech and high touch solutions for Indigo’s customers
- Lead execution of national events and store-level initiated author and kids events
- Manages store-level customer initiatives: social media channels, local assortment and consignment, and Indigo Love of Reading drives
- Partner on regular visual merchandising assessments; provide product, customer experience, and sales insight
- Lead inventory management processes and returns in lower volume stores
- Ensure health and safety of employees and customers is top priority and that store complies with all provincial health and safety policies and procedures

People
- Build strong teams by attracting and developing the best talent
- Bring out the best in others, empower and constructively stretch talent
- Give authentic feedback on performance and potential
- Ensure all team members understand where they stand and have clear performance objectives aligned with Indigo and team goals
- 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 others to get input
- Encourage others to freely share their point of view and be open to feedback
- Responsible for the overall engagement, productivity, turnover, and bench strength of the team

Cultural
- 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
- Embrace, champion, and influence change through your team and/or the organization

**SCOPE**
Reports to: General Manager
Manager once Removed (MOR): Regional Director

**KEY RELATIONSHIPS**
Internal:

- Store employees
- Field business partners - Human Resources Manage (HRM), Regional Visual Manager (RVM), Loss Prevention Manager (LPM)
- Various Home Office and Distribution Center Partners

External:

- Retail and omni customers
- Landlord and facilities contracts

**Qualifications**:
**QUALIFICATIONS**
Work Experience / Education / Certifications
- College degree preferred or equivalent job experience
- 2-3 years of management experience in specialty retail and/or multi-unit retail business environment

Competencies / Skills / Attributes
- Ability to be mobile on the sales floor for extended periods of time
- Availability to work a flexible schedule, includin