Customer Operations Leader

Customer Operations Leader

Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 170 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.

We love books and all things beautiful

We are Canada's Cultural Department Store

Books are our heart and our soul and Great Books are JUST the Beginning…

We play by the following rules:

We exist to add joy to our customers' lives each and every time they interact with us and our products

Our job is to create joyful moments for our customers

We treat each other the way we'd treat a valued friend

We inspire each other to do our best work

We seek to ignite creativity and innovation every day

We give back to the communities in which we operate

Job Description

The Customer Operations Leader is responsible for leading the execution of work that contributes to the customer experience and omni sales results. They provide coaching and feedback to Customer Experience Representatives (CERs) on Indigo's customer service model and on suggesting and selling Indigo's products, promotions, and programs to our customers. They ensure our customers have a frictionless experience of the store's omni and payment operations. Responsible for inventory operations in the store. They help influence a store culture that promotes employee engagement, growth, and development.

Functional

Coach and provide feedback to CERs on providing excellent customer service and to suggest and sell Indigo's products, promotions, and programs

Lead execution of activities to support strategic priorities, sales goals, and profitability targets

Act as an advocate for the customer by placing them at the forefront of all decision-making processes

Proactively identify and anticipate customer expectations and needs

Consistently identify areas for improvement, diagnose issues and work to resolve them

Lead execution of omni-sales program activities and ensure technology is leveraged effectively on sales floor to drive efficiency and encourage customers to shop their way

Support new technology and digital rollouts and adoption through readiness activities, training, coaching, and feedback

Embrace and champion technology that creates high tech and high touch solutions for Indigo's customers

Support execution of experiential, marketing, and community elements of customer experience including national and store-level author and kids events, store-level customer initiatives, and Indigo Love of Reading drives

Execute inventory management processes and lead returns to ensure smooth and profitable omni customer experience

Open and close store as well as responsibility for managing sales floor

Participate in the joint health and safety committee and ensure health and safety of employees and customers is top priority

People

Support the building of strong teams by participating in hiring activities, training new hires, and cross-training existing team

Support development of talent by providing feedback on team performance to managers

Collaborate with others to drive flexible and just in time solutions

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 other functions to receive input

Encourage others to freely share their point of view and be open to feedback

Cultural

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

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

Knowledge of provincial health and safety standards

Performance orientated

Ability to exercise good business acumen and systemic thinking that supports meaningful decisions

Ability to prioritize, plan and execute while being agile

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 Québec

Additional Information

At Indigo, we are committed to our communities, our customers, and each other; together we can make a positive impact. We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. We are driven to be an equitable employer, which highly values your diverse backgrounds, experiences, and perspectives. We believe that you, in all your uniqueness, belong at Indigo. We welcome all applicants and encourage applications from individuals who identify as Black, Indigenous, a person of colour, LGBTQ2+ and people with disabilities. Accommodations are available upon request to individuals who self-identify as having a disability or special need. Please contact Human Resources at Support-HR@indigo.ca if you require an accommodation at any time during the recruitment process.

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