Customer Experience Leader

About the role

The Customer Experience Leader (CEL) joins Indigo’s store leadership team to drive a customer‑centric culture across both physical and online channels. You will oversee daily store operations, ensure visual standards, and contribute to sales and profitability targets while embodying Indigo’s mission of inspiring reading and enriching lives.

Key responsibilities

• Collaborate with store leadership to inspire a customer‑focused environment and integrate physical and digital experiences.
• Manage opening and closing procedures, daily operations, visual merchandising, and achievement of sales plans.
• Maintain product knowledge, promotions, and program communication for the team.
• Oversee facilities, health & safety, loss prevention, and store maintenance during your shift.
• Lead talent calibration, acquisition, coaching, and development initiatives.
• Promote Indigo’s High Performance Characteristics and a storytelling culture.

Required profile

• Strong leadership presence with the ability to inspire and coach a diverse team.
• Excellent communication skills and a passion for customer service.
• Ability to balance operational efficiency with strategic sales goals.
• Commitment to Indigo’s guiding principles, including sustainability and community care.

Required skills