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About the Role

The Customer Experience Leader (CEL) is a member of the Store’s Leadership Team, responsible for leading and executing work that contributes to the Store's operations and customer experience. This role supports the achievement of strategic priorities and ensures budget and cost center management while contributing to sales plans and profitability.

Responsibilities

• Work collaboratively with the Store Leadership team to inspire a customer-centric culture, bringing Indigo’s mission to life and incorporating both physical and online channels to meet customer needs.
• Be responsible for the opening and closing of the store, daily store operations, customer experience, maintaining visual standards, and achieving or exceeding sales plans.
• Ensure the team is well informed about Indigo's products, promotions, and programs.
• Support the planning, prioritization, and execution of work for the team.
• Be responsible for the facilities, maintenance, health and safety, and loss prevention of the store during their shift.
• Live and inspire Indigo's High Performance Characteristics and lead a Story Telling culture.
• Practice and role model Feedback and Coaching - The Indigo Way.
• Participate in talent calibration and contribute to talent management and acquisition activities.
• Contribute to the development of CER talent.
• Collaborate with others and work cross-functionally while celebrating and role modeling diversity of thought and inclusion.
• Cultivate an environment of trust where employee opinions, voices, and well-being are valued.
• Embrace and role model change.
• Foster an environment where health and safety is a top priority for everyone.

Requirements

• 1-2 years of experience in a customer service, merchandising, or operations role.
• Demonstrated commitment to creating an exceptional employee and customer experience.
• Experience leading others.
• Performance oriented.
• Ability to exercise good business acumen and systemic thinking that supports meaningful decisions.
• Ability to prioritize, plan, and execute while being agile.
• Knowledge of Provincial Health & Safety standards.
• Ability to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques.
• Minimum 25 hours a week availability that includes evenings and weekends and could include early mornings and holidays.

Work Type

• Part-Time
• Permanent

Salary/Compensations

• CAD 18.60 - CAD 23.25 - hourly

About the Company

• Indigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen.
• We believe in real books, living life fully and generously, being kind to each other and to the environment, and that stories — big and little — connect us.
• Indigo is our customer's happy place — for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place.
• Our Mission is to inspire reading and enrich the lives of booklovers.
• We believe in the power of people and their stories.
• We aim to attract top talent, nurture the potential of our employees, and create space for everyone to thrive.
• Our Guiding Principles are the few key ideas that are meant to influence everything we do, every day.
• We Will Hire, Inspire, Promote and Retain the Best
• We Will Be Customer Centric
• We Will Be Entrepreneurial
• We Will Be Committed to Caring About Each Other, Our Communities, and Our Environment
• We Will Be Committed to True and Shared Value Creation
• We Will Be Systems Thinking, Data Driven and AI enabled

Equal Opportunity

• At Indigo, all applications submitted are reviewed in detail by our HR team. In certain aspects of the hiring process artificial intelligence (AI) tools may be used, specifically for screening and assessments. These tools support our team and are used to help bring relevant criteria to the foreground and do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination.
• At Indigo, Diversity, Equity, Inclusion, and Accessibility are core to our values. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Color), members of the 2SLGBTQIA+ community, and persons with disabilities. If you require an accommodation during the recruitment process, please contact Human Resources at [email protected]