Customer Experience Leader

Location: Welland

Compensation: CAD 18.60 - CAD 27.90 - hourly

Company Description
WHO WE ARE

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 joyfulmoments of discovery and to connect with people who share their passion for reading, theirbelief 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

WHAT YOU’LL DO:

The Customer Experience Leader (CEL) is a member of the Store’s Leadership Team and is responsible for leading and executing work that contributes to the Store's operations and customer experience. Talent in the role supports the achievement of strategic priorities that are cascaded from the Retail Strategic Initiatives to the Store and Functional level. The CEL ensures budget and cost centre management while contributing to the achievement of the Store’s sales plans and long-term desired outcome of profitability and growth.

In this role, you’ll:

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 modelling 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 environment 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

Qualifications
WHO YOU ARE:

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

Additional Information
At Indigo, all applications submitted are reviewed in detail by…