Customer Operations Manager

Job Description

The Customer Operations Manager is responsible for the customer experience and the store’s omni sales results. They lead a team to master Indigo’s service model and to suggest and sell Indigo’s products, promotions, and programs to our customers. They are responsible for the store’s omni‐businesses, ensuring our customers have a frictionless shopping experience by identifying areas to improve and addressing gaps in store performance.

They help create an environment and store culture that promotes employee engagement, growth, and development.

• Manage and motivate the team to provide excellent customer service and intuitive recommendations to our customers regarding Indigo’s products, promotions, and programs
• Ensure strategic priorities, sales goals, and profitability targets are met by assessing and analyzing sales performance and key process scorecard data; create action plans to address gaps
• Act as an advocate for the customer by placing them at the forefront of all decision‑making processes
• Lead omni‑sales programs and ensure technology is leveraged effectively on sales floor to drive efficiency and encourage customers to shop their way
• Embrace and champion technology that creates high tech and high touch solutions for Indigo’s customers
• Lead execution of national events and store‑level initiated author and kids events
• Manage store‑level customer initiatives: social media channels, local assortment and consignment, and Indigo Love of Reading drives
• Partner on regular visual merchandising assessments; provide product, customer experience, and sales insight
• Lead inventory management processes and returns
• Open and close the store and responsible to manage the sales floor
• Ensure health and safety of employees and customers is top priority and that store complies with all provincial health and safety policies and procedures

• Build strong teams by attracting and developing the best talent
• Bring out the best in others, empower and constructively stretch talent
• Give authentic feedback on performance and potential
• Ensure all team members understand where they stand and have clear performance objectives aligned with Indigo and team goals
• Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
• Help others see the impacts of their efforts and proactively engage others to get input
• Encourage others to freely share their point of view and be open to feedback
• Responsible for the overall engagement, productivity, turnover, and bench strength of the team

• Model Indigo’s beliefs and convey a positive image in everything you do
• Celebrate diversity of thought and have an open mindset
• Take an active role in fostering a culture of continual learning, and taking risks without the fear of making mistakes
• Embrace, champion, and influence change through your team and/or the organization

• College degree preferred or equivalent job experience
• 2-3 years of management experience in specialty retail and/or multi‑unit retail business environment
• Ability to be mobile on the sales floor for extended periods of time
• Availability to work a flexible schedule, including evenings, weekends, and holidays
• Ability to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques
• Bilingualism (French/English) is required for all positions in Quebec

At Indigo, all applications submitted are reviewed in detail by our HR team. In certain aspects of the hiring process artificial intelligence (AI) tools may be used, specifically for screening and assessments. These tools support our team and are used to help bring relevant criteria to the foreground and do not replace human…