Customer Experience Leader

About the role

The Customer Experience Leader (CEL) joins Indigo’s store leadership team to champion a customer‑centric culture across both physical and digital channels. Reporting to store management, the CEL drives daily operations, visual standards, and sales performance while embodying Indigo’s mission to inspire reading and enrich lives.

Key responsibilities

• Collaborate with store leaders to create an engaging, story‑telling environment that meets customer needs online and in‑store.
• Oversee opening and closing procedures, daily store operations, visual merchandising, and achievement of sales targets.
• Maintain product knowledge, communicate promotions, and ensure the team is well‑informed.
• Manage facilities, health & safety, loss prevention, and overall store upkeep during the shift.
• Lead talent initiatives: coaching, feedback, talent calibration, recruitment, and development of customer‑experience staff.
• Support planning, prioritisation, and execution of strategic initiatives aligned with retail goals.

Required profile

• Proven experience in retail or customer‑facing leadership roles.
• Strong ability to inspire teams and foster a high‑performance, inclusive culture.
• Excellent communication skills and a passion for storytelling.
• Commitment to Indigo’s guiding principles, including sustainability and community care.

Required skills

• Leadership and team development.
• Operational and budget management.
• Customer experience design.
• Health, safety and loss‑prevention compliance.