Customer Experience Leader
Job in
Burlington, Ontario, Canada
Listing for:
Indigo
Part Time
position
Listed on 2026-02-10
Job specializations:
-
Retail
Retail & Store Manager
-
Management
Retail & Store Manager
Job Description & How to Apply Below
Company Description
WHO WE ARE
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 GUIDING PRINCIPLES
Our Mission is to inspire reading and enrich the lives of booklovers. As such, 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 BestWe Will Be Customer CentricWe Will Be EntrepreneurialWe Will Be Committed to Caring About Each Other, Our Communities, and Our EnvironmentWe Will Be Committed to True and Shared Value CreationWe Will Be Systems Thinking, Data Driven and AI enabledJob Description
WHAT YOU’LL DO:
The Customer Experience Leader (CEL) is a member of the Store’s Leadership Team and is responsible for leading and executing work that contributes to the Store's operations and customer experience. Talent in the role supports the achievement of strategic priorities that are cascaded from the Retail Strategic Initiatives to the Store and Functional level. The CEL ensures budget and cost centre management while contributing to the achievement of the Store’s sales plans and long-term desired outcome of profitability and growth.
In this role, you’ll:
Work collaboratively with the Store Leadership team to inspire a customer-centric culture bringing to life Indigo’s mission while incorporating both physical and online channels to meet the customer needsBe responsible for the opening and closing of the store, the daily store operations, customer experience, maintaining visual standards and achieving or exceeding sales plansEnsure the team is well informed about the products that Indigo carries, promotions and programsSupport the planning, prioritization and execution of the work you and the team are doingBe responsible for the facilities, maintenance, health and safety and loss prevention of the store on the shift you are leadingLive and inspire Indigo's High Performance Characteristics and lead a Story Telling culturePractice and role model Feedback and Coaching - The Indigo WayParticipate in talent calibration and contribute to talent management and acquisition activities to support Indigo’s goal to build strong teams and attract and develop the best talentContribute to the development of CER talentCollaborate with others and work cross functionally while celebrating and role modelling diversity of thought and inclusionCultivate an environment of trust where the opinions, voices, and well-being of employees are valued, enabling people to bring their best selves to workEmbrace and role model changeFoster an environment where everyone knows their health and safety is a top priority and where everyone actively participates in ensuring the health and safety of each other and our customersQualifications
WHO YOU ARE:
1-2 years of experience in a customer service, merchandising or operations roleDemonstrated commitment to creating an exceptional employee and customer experienceExperience leading othersPerformance orientatedAbility to exercise good business acumen and systemic thinking that supports meaningful decisionsAbility to prioritize, plan and execute while being agileKnowledge of Provincial Health & Safety standardsAbility to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniquesMinimum 25 Hours a week availability that includes evenings and weekends and could include early mornings and holidays
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