Customer Experience Leader
Customer Experience Leader
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Job Description
WHAT YOULL DO
The Customer Experience Leader (CEL) is a key member of the Store Leadership Team responsible for driving operational excellence leading customer experience initiatives and contributing to store profitability and growth. You will help execute strategic priorities that align with Indigos goals including creating joyful retail environments fostering high-performing teams and driving contribution to target.
In this role youll:
Work collaboratively with the Store Leadership Team to inspire a customer-centric culture leveraging The Indigo Experience training the Voice of the Customer tool and both physical and online channels to meet evolving customer needs.
Lead daily store operations including opening and closing customer experience visual standards and achievement of sales goals.
Champion key programs including Plum and email acquisition Love of Reading and promotional penetration consistently executing SGL behaviours.
Drive entrepreneurial results of events through consistent execution of Indigo Experiences both corporate-led and locally planned.
Ensure exceptional product flow and visual execution including turnovers updates and timely reaction to sell-through.
Support and inspire a high-performing customer-centric team investing in training coaching and cross-functional skill development.
Reduce shrink by improving customer engagement supporting LP initiatives and applying consistent merchandising tactics.
Ensure adherence to SOPs health & safety standards and holiday readiness programs at the highest level.
Live and inspire Indigos Exceptional Performance Characteristics role-modelling a storytelling culture and Feedback & Coaching The Indigo Way.
Contribute to talent acquisition and development to build a strong pipeline for the future.
Key Performance Indicators (KPIs):
Loyalty acquisition
Overall store sales & metrics
Conversion (where applicable)
NPS (Net Promoter Score)
Promotional penetration & LOR performance
Employee engagement results
Shrink & labour compliance
Qualifications :
WHO YOU ARE
12 years of experience in a customer service merchandising or operations leadership role.
Demonstrated commitment to creating an exceptional employee and customer experience.
Proven ability to lead and develop others in a performance-oriented environment.
Strong business acumen and systemic thinking to support meaningful decision-making.
Agile with strong prioritization and planning skills.
Knowledge of provincial health & safety standards.
Able to lift medium to large items (up to 40 pounds) using proper equipment and techniques.
Minimum 25 hours/week availability including evenings weekends early mornings and holidays.
For current Indigo employees applying internally: Demonstrated consistent over-the-top performance in key store metrics including Plum membership acquisition and Purchase With Purchase (PWP) conversion with results exceeding store and company averages.
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 self-identify 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 :
Part-time
Employment Type
Part-time
