Customer Operations Manager

6 months ago

Victoria, Canada Indigo Full time

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 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 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

The Customer Operations 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. 

WHAT YOU'LL DO: 

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  Open and close the store and responsible to manage the sales floor 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

Qualifications

WHO YOU ARE: 

College degree preferred or equivalent job experience  2-3 years of management experience in specialty retail and/or multi-unit retail business environment  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 Quebec 

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