Customer Experience Leader; Richmond

Company Description

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.

• We Will Hire, Inspire, Promote and Retain the Best
• We Will Be Customer Centric
• 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

• 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 needs.
• Be responsible for the opening and closing of the store, the daily store operations, customer experience, maintaining visual standards and achieving or exceeding sales plans.
• Ensure the team is well informed about the products that Indigo carries, promotions and programs.
• Support the planning, prioritization and execution of the work you and the team are doing.
• Be responsible for the facilities, maintenance, health and safety and loss prevention of the store on the shift you are leading.
• Live and inspire Indigo’s High Performance Characteristics and lead a Story Telling culture.
• Practice and role model Feedback and Coaching – The Indigo Way.
• Participate 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 talent.
• Contribute to the development of CER talent.
• Collaborate with others and work cross‑functionally, while celebrating and role‑modeling diversity of thought and inclusion.
• Cultivate an environment of trust where the opinions, voices, and well‑being of employees are valued, enabling people to bring their best selves to work.
• Embrace and role model change, foster an setting 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 customers.

• 1–2 years of experience in a customer service, merchandising or operations role.
• Demonstrated commitment to creating an exceptional employee and customer experience.
• Experience leading others.
• Performance orientated.
• Ability to exercise good business acumen and systemic thinking that supports meaningful decisions.
• Ability to prioritize, plan and execute while being agile.
• Knowledge of Provincial Health & Safety standards.
• Ability to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques.
• Minimum 25 hours a week availability that includes evenings and weekends, and could include early mornings and holidays.