Customer Operations Manager/gestionnare Des Activites Client

Customer Operations Manager/Gestionnaire Des Activités Client

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.

What You'll Do:

• 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 ensures 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
• Manages 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

Qualifications:

• 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 submitted applications are reviewed in detail by our HR team. For some aspects of the hiring process, we may use artificial intelligence (AI) tools, including for pre-screening and assessments. These tools help our team to bring relevant criteria to the forefront, but they do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination.

At Indigo, equity, diversity, inclusion, and accessibility are at the heart of our values. We integrate these principles into our training, policies, and hiring practices, and we continuously improve them to reflect the needs of the communities we serve. We welcome people from all backgrounds and experiences, including Indigenous, Black, and People of Color (IBPOC), 2SLGBTQIA+ community members, and people with disabilities to apply. If you require any special accommodations during the recruitment process, please contact Human Resources at talent@indigo.ca.