Customer Experience Leader

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 believein 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 book lovers. As such, we believe inthe power of people and their stories. We aim to attract top talent, nurture the potential ofour employees, and create space for everyone to thrive. Our Guiding Principles are thefew key ideas that are meant to influence everything we do, every day.

We Will Hire, Inspire, Promote and Retain the Best

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

Job Description
The Customer Experience Leader is the execution lead of all customer programs and results. This position role models and coaches to create 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)

Promotional execution

Store engagement score

KEY RESPONSIBILITIES – what the work is

Leads execution of customer experience priorities within the store, leveraging customer, sales, and omni-channel insights to optimize team deployment, deliver exceptional service, and drive customer engagement and sales performance.

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 coaching and in-the-moment feedback that reinforce service behaviours and customer engagement.

Leads daily communication routines and sales rallies that reinforce business priorities, promotional activities, loyalty initiatives, customer opportunities, and service expectations.

Coaches and develops CERs to deliver intuitive recommendations, meaningful customer interactions, and exceptional service experiences that build customer loyalty and engagement.

Supports omni-channel execution, including customer pickups, Manhattan order management activities, online returns, customer issue resolution, and related customer interactions, ensuring a seamless and consistent customer experience.

Leads execution of customer-facing programs and initiatives, including Plum loyalty acquisition and engagement, Indigo Love of Reading, CEO Awards, Staff Picks, customer events, author signings, consignment programs, and store social media activities.

Leverages customer insights, Voice of the Customer feedback, and in-store observations to identify opportunities and support improvements to customer satisfaction and overall service execution.

Maintains customer service areas, payment desks, and cash office processes, ensuring compliance with cash handling procedures, operational controls, and company standards.

Supports store supplies ordering and other customer-facing operational routines to ensure teams have the resources needed to deliver a consistent customer experience.

Partners with Product Operations leadership to ensure alignment between customer experience, product availability, merchandising execution, and operational readiness.

Supports the Customer Experience Manager in delivering store objectives by identifying customer-facing opportunities, escalating risks, and contributing to action plans that improve execution and results.

Provides ongoing coaching and training on customer focused behaviours, building capability and accountability across the team.

Ensures a safe and organized work environment, maintaining…