Customer Experience Leader

About the role

Indigo is looking for a Customer Experience Leader in Regina, SK. The role is the execution lead of all customer programs and results, modelling and coaching a high-performance, customer-focused environment where employees build their capabilities and contribute to team success. It reports to the Customer Experience Manager, whose manager is the General Manager.

Key responsibilities

• Lead execution of customer experience priorities in the store, using customer, sales and omni-channel insights to optimise team deployment, service and sales performance.
• Ensure the Indigo Experience and R.E.A.D. customer service model are delivered through Sales Generation Leadership practices, including active coaching and in-the-moment feedback.
• Run daily communication routines and sales rallies covering business priorities, promotions, loyalty initiatives and service expectations.
• Coach and develop Customer Experience Representatives (CERs) to deliver intuitive recommendations and loyal customers.
• Support omni-channel execution, including customer pickups, Manhattan order management, online returns and issue resolution.
• Lead customer-facing programs such as Plum loyalty acquisition, Indigo Love of Reading, CEO Awards, Staff Picks, author signings, consignment programs and store social media.
• Use customer insights and Voice of the Customer feedback to improve satisfaction and service.
• Maintain customer service areas, payment desks and cash office processes, and support store supplies ordering.
• Partner with Product Operations on product availability and merchandising, and support the Customer Experience Manager in escalating risks and improving execution.
• Provide coaching and training, ensure a safe and organised workplace, and model Indigo's Guiding Principles.

Required profile

• 1-3 years of leadership experience in a specialty retail and/or multi-unit environment, leading teams in a customer-facing setting.
• College degree preferred, or equivalent education and experience.
• Experience executing customer experience and/or omni-channel programs.
• Strong understanding of retail operations, including cash handling, compliance and fast-paced execution.
• Proven ability to coach and develop team members.
• Operational discipline, including inventory management, pricing accuracy and compliance.
• Flexibility to work early mornings, evenings, weekends and holidays, and to be mobile on the sales floor lifting up to 40 lbs.
• Bilingualism (French/English) required for Quebec roles; this is a Regina posting.