Director, Retail & Communications

Director, Retail Experience & Communications

• Full-time
• Employee Type:
  Permanent
• Full-Time/Part-Time:
  Full-Time
• Compensation: CAD 130,000 - CAD 170,000 - yearly

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 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, Promote and Retain the Best – A’s Hire A’s
• We Will be Totally Customer Centric
• We Will Be Data Driven – System Thinking – Entrepreneurial
• We are Committed to True and Shared Value Creation
• We Will be Human-Centered and AI Enabled
• We are Committed to Caring About Each Other, Our Communities, Our Environment

The Director,Retail Experience and Communication sis responsible for shaping and executing the strategy that defines how retail initiatives are communicated, understood, and experienced across thestorenetwork.

This role ensures that all communications, tools, and programs enable store teams tooperateeffectively, deliver exceptional customer experiences, and drive profitable outcomes.

As a key strategic partner to the business, the Director acts as a bridge between Home Office andstores,translating priorities into clear, actionable direction while elevating the voice of the field and the customer. This role also serves as a change agent,leveraging insights, research, and emerging best practices to continuously improve communication frameworks, customer experience programs, and executional effectiveness.

• Employee Engagement Score (field and team)
• Net Promoter and CSAT Score
• Balanced Scorecard targets
• Conversion
• Project Implementation Surveys

• Define and evolve the retail communications and experience strategy, including frameworks, tools, and operating models that enable execution excellence across stores
• Act as a strategic thought partner across the organization, bringing forward insightsoncustomer behavior, communication effectiveness, and emerging retail practices
• Support or lead key strategic initiatives tied to the store experience, including those within broader transformation programs
• Anticipate and respond to evolving customer, employee, and business needs, adjusting priorities and direction accordingly

• Own the end-to-end retail communications ecosystem, ensuring clarity, consistency, and effectiveness across all channels (e.g., Employee Hub, SharePoint, internal platforms)
• Establish and enforce communication standards and best practices across business partners to reduce noise, improve clarity, and enable store focus
• Ensure communications are audience-specific, outcome-driven, and structured to support both strategic understanding and tactical execution
• Elevatethecustomerand employee experience by ensuring retail initiatives are clearly understood, well-executed, and aligned to the broader Customer Experience Roadmap
• Drive store adoption of customer experience standards and programs through effective communication, planning, and tools
• Own theRetail
  
  Voice of the Customer platform (Alida), ensuring insights are captured, synthesized, and translated into actionable recommendations
• Co‑own the retail workload and communications calendar (in partnership with Retail Operations) ensuring alignment across functions and disciplined management of store capacity
• Translate enterprise initiatives into clear retail execution plans, ensuring alignment, timing, and…