General Manager

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.

KEY PERFORMANCE METRICS

• 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 book localization, curated events and experiences, and an authentic social media presence that builds engagement, relevance, and brand affinity.
• Ensures consistent delivery of Indigo’s brand standards through disciplined visual merchandising execution, leveraging the VMA process to reinforce presentation, drive consistency, and enhance the customer experience.
• Drives effective and efficient store operations through regular review of Key Process Scorecard performance, using insights to coach the team, reinforce accountability, and continuously improve execution and results.
• Owns the scheduling process, ensuring effective deployment of labour to deliver a consistent customer experience while optimizing productivity and operational efficiency.
• Delivers profitability through disciplined resource management and leadership of targeted shortage and shrink action plans, mitigating inventory risk while protecting sales and operational performance.
• Applies strong business acumen to identify opportunities, assess performance, and take action to improve store results.
• Ensures clarity of roles, responsibilities, and accountability across the store team, reinforcing expectations aligned to the store structure and RASI model.
• Recruits, develops, and retains a high-performing store leadership and CER team through structured onboarding, coaching, and ongoing development.
• Leads talent review, calibration, and succession planning within the store, identifying high-potential employees and creating targeted development opportunities.
• Identifies and addresses performance, conduct, and engagement risks, taking appropriate action to maintain a strong, values-aligned team.
• Drives employee engagement through strong employee relations, meaningful action planning, and the creation of a collaborative, inclusive team environment.
• Ensures the health and safety of employees and customers, maintaining full compliance with all provincial policies, procedures, and standards.
• Models and embeds Indigo’s guiding principles and values, fostering a positive, accountable, and high-performance team culture.

Reports to:

Regional Director/District Manager

Manager once Removed (MOR):
Senior Vice President, Retail

KEY RELATIONSHIPS

Internal:

• Store employees
• Store leadership team
• Regional Human Resources Manager
• Regional Loss Prevention Manager
• Regional Visual Merchandising Manager
• Retail Operations team
• Facilities/IT support

External:

• Customers
• Consignment…