indeed
Customer Experience Leader
Indigo Books & Music Inc.
Toronto, CAN
Full-time
Mid-Senior
Onsite
Discovered 1 weeks ago
Customer experience managementRetail operationsOmnichannel retail executionSales generation leadershipEmployee coaching and developmentCash handling and operational controls
Free
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Customer experience managementRetail operationsOmnichannel retail execution
Role Overview
The Customer Experience Leader is the execution lead for customer programs and results in the store.
The role builds a high-performance, customer-focused environment through coaching, capability development, and business execution.
Key Skills for This Role
Customer experience managementRetail operationsOmnichannel retail executionSales generation leadershipEmployee coaching and developmentCash handling and operational controls
Full Job Posting
About Indigo
Indigo is a physical and digital retailer offering books, lifestyle products, and customer experiences centered on reading, ideas, and community.
Role Overview
The Customer Experience Leader is the execution lead for customer programs and results in the store.
The role builds a high-performance, customer-focused environment through coaching, capability development, and business execution.
Customer Experience and Sales
- Lead store execution of customer experience priorities using customer, sales, and omnichannel insights.
- Bring the Indigo Experience and R.E.A.D. customer service model to life through coaching and feedback.
- Lead daily communication routines and sales rallies covering priorities, promotions, loyalty, and service expectations.
Omnichannel and Customer Programs
- Support customer pickups, Manhattan order management activities, online returns, issue resolution, and related customer interactions.
- Execute loyalty, community, customer event, author signing, consignment, and store social media programs.
- Use Voice of the Customer feedback and in-store observations to identify service improvements.
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