General Manager

OUR GUIDING PRINCIPLES

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 book lovers. 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 and retain the best - A's Hire A's
• We will be customer centric
• We are committed to caring about each other, our communities, our environment
• We will be data driven, systems thinking, entrepreneurial
• We are committed to true and shared value creation

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 book lovers. 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 and retain the best - A's Hire A's
• We will be customer centric
• We are committed to caring about each other, our communities, our environment
• We will be data driven, systems thinking, entrepreneurial
• We are committed to true and shared value creation

The General Manager translates Indigo’s strategic priorities into entrepreneurial, locally relevant execution that strengthens community connection and brand affinity while delivering a customer‑centric experience that drives sales, engagement, loyalty, and profitability.

Using strong systems thinking, this role ensures store processes and routines are both efficient and effective across customer experience, visual merchandising, product flow, scheduling, loss prevention, and talent development.

The General Manager is a key driver of retail results, fostering a high-performance, customer‑focused environment where employees build their capabilities, contribute to team success, and bring the Indigo brand to life through meaningful business outcomes.

• Net Promoter Score (NPS)
• Net sales and profitability
• Loyalty (plum and email acquisition)
• Key Process Scorecard results
• Store engagement score
  
  KEY RESPONSIBILITIES – what the work is
  • Leads the translation of Indigo’s strategic priorities into focused, store-level execution, leveraging the My Performance Scorecard process to align objectives, drive disciplined action, and deliver measurable results.
  • Anticipates and mitigates risks to execution, identifying systemic barriers and influencing cross-functional partners to enable consistent delivery of the intended customer and operational experience.
  • Ensures the Indigo Experience and R.E.A.D. customer service model are consistently brought to life through strong Sales Generation Leadership (SGL) practices, including active, in‑the‑moment coaching to reinforce behaviours, elevate execution, and drive customer engagement and results.
  • Champions meaningful connection to the local community through…