Retail Operations

WHO WE ARE

Indigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. We believe in real books, living life fully and generously, being kind to each other and to the environment, and that stories — big and little — connect us. Indigo is our customer's happy place — for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place.

OUR GUIDING PRINCIPLES

Our Mission is to inspire reading and enrich the lives of booklovers. As such, we believe inthe power of people and their stories. We aim to attract top talent, nurture the potential of our employees, and create space for everyone to thrive. Our Guiding Principles are the few key ideas that are meant to influence everything we do, every day.

• We Will Hire, Inspire, and Retain the Best
• We Will Be Totally Customer Centric
• We Are Committed to Caring About Each Other, Our Communities, and Our
• Environment
• We Will Be Data Driven – System Thinking – Entrepreneurial
• We Will Be Committed to True and Shared Value Creation

The Coordinator, Retail Operations and Profitability is responsible for supporting a sound operational foundation that facilities an enhanced employee and customer experiences, acting as liaison between stores, Home Office, and vendors. The Specialist will empower store teams to run successful and profitable stores, delivering on experience, sales and profit goals. 

KE PERFORMANCE METRICS

• Store Variance to Budget S&A
• Net Promoter Score
• Indigo Help SLAs

KEY ACCOUNTABILITIES

Functional

• Service Stock program management:
  • Administer 2-million-dollar store S&A budget
  • Ensure adequate service stock on hand at DC and with vendors to ensure stores never run out of business-critical supplies
  • Work with DC and finance to ensure service stock scrapping is executed as needed
  • Act as a liaison between creative studio, various internal teams and vendors to ensure new service stock programs are implemented on time and within budget
  • Work with RD and store teams to ensure they are aware of S&A budgets and performance to those budgets at all times
  • Provide support to internal teams ensuring that specific supplies or equipment are sent to stores
  • Liaise with over 50 vendor partners to ensure stores have all necessary operating supplies and equipment
  • Accurate and timely coding of invoices to ensure vendors are paid and the appropriate internal teams charged for expenses
• Execute daily, weekly and monthly store reporting tasks as directed by the Manager Retail Operations and Profitability
• Support the drive for a Customer Centric culture within stores and home office by consistently modelling customer centric behavior and ensuring the customer is at the forefront of all decision making and design processes
• Seek out and communicate continuous improvement opportunities in all systems and functions within area of responsibility
• Embrace and seek out technology that creates high tech and high touch solutions for Indigo's customers
• Proactively identify and anticipate customer expectations and needs

People

• Collaborate with others to drive flexible and iterative solutions, quickly and easily
• 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 get input
• Encourage others to freely share their point of view and be open to feedback

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, taking risks without the fear of making mistakes
• Embrace, champion and influence change through your team and/or the organization

SCOPE

Reports to: Senior Manager, Retail Operations & Experience

Manager once Removed (MOR): Director, Retail Experience & Communications

KEY RELATIONSHIPS

Internal:

• Zone Vice Presidents, Regional Directors and Store Leadership teams
• Retail Customer Experience, Store Development and Facilities teams
• Finance team
• Distribution Center team
• Creative studio team
• Loss Prevention team
• Visual team

External:

• Vendors and Suppliers

Work Experience / Education / Certifications

• At least 2 years of progressive experience in a retail environment
• Budget administration experience

Competencies / Skills / Attributes

• Basic knowledge of SAP
• Intermediate understanding of Excel
• Strong operational background
• Strong communication and interpersonal skills
• Excellent time management skills and ability to multitask
• Creative, enthusiastic, and flexible, with the ability to adapt to change.
• Team-oriented, with the ability to work independently.

This posting is for a current opportunity within Indigo.

Indigo utilizes artificial intelligence (AI) tools to support various aspects of the hiring process, including screening and assessments. These tools assist our team but do not replace human decision-making. We are committed to using AI responsibly, fairly, and in compliance with Canadian employment and human rights laws. We regularly review these tools to help prevent bias or discrimination.

At Indigo, we embed Diversity, Equity, Inclusion, and Accessibility into the foundation of our values, through training, policy, and hiring practices, and continue to update our approach to reflect the evolving values and needs of communities across Canada. We welcome and encourage applicants of all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Colour), 2SLGBTQIA+, and persons with disabilities. Accommodations are available upon request throughout the recruitment process. To request an accommodation, please contact Human Resources at [email protected]

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