Customer Operations Leader
Customer Operations Leader
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Job Description
The Customer Operations Leader is responsible for leading the of work that contributes to the customer experience and omni sales results. They provide coaching and feedback to Customer Experience Representatives (CERs) on Indigos customer service model and on suggesting and selling Indigos products promotions and programs to our customers. They ensure our customers have a frictionless experience of the stores 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 YOULL DO:
Functional
- Coach and provide feedback to CERs on providing excellent customer service and to suggest and sell Indigos products promotions and programs
- Lead 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 decisionmaking processes
- Proactively identify and anticipate customer expectations and needs
- Consistently identify areas for improvement diagnose issues and work to resolve them
- Lead of omnisales 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 Indigos customers
- Support of experiential marketing and community elements of customer experience including national and storelevel author and kids events storelevel 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
People
- Support the building of strong teams by participating in hiring activities training new hires and crosstraining 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
- Model Indigos 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:
- 12 years of experience in a customer service merchandising or operations role
- Demonstrated commitment to creating an exceptional employee and customer experience
- Experience leading others
- Knowledge of provincial health and safety standards
- Performance orientated
- Ability to exercise good business acumen and systemic thinking that supports meaningful decisions
- Ability to prioritize plan and execute while being agile
- 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 Qubec
Additional Information :
At Indigo we are committed to our communities our customers and each other; together we can make a positive impact. We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. We are driven to be an equitable employer which highly values your diverse backgrounds experiences and perspectives. We believe that you in all your uniqueness belong at Indigo. We welcome all applicants and encourage applications from individuals who identify as Black Indigenous a person of colour LGBTQ2 and people with disabilities. Accommodations are available upon request to individuals who selfidentify as having a disability or special need. Please contact Human Resources at if you require an accommodation at any time during the recruitment process.
WELCOME HOME
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
