The Specialist for Retail Technology, Retail Operations, is accountable for supporting Indigo's strategic objectives by driving operational excellence in their area of subject matter expertise: retail technology and systems. Deliverables include but are not limited to training and communication, system implementation and administration, and process design. By creating a strong operational foundation, the Specialist Retail Operations will allow stores to achieve and exceed productivity targets, freeing up more time to execute customer experience strategy, growing store profitability while increasing customer satisfaction.

KEY PERFORMANCE METRICS

• Completion of projects/tasks within a specified timeframe, scope and budget
• Internal audit accuracy
• Indigo Help Service Level Agreements (SLAs)
• Retail labour and expense budgets
• Net Promoter Score, Customer Satisfaction

KEY ACCOUNTABILITIES

Functional

• Support the drive for a customer-centric culture within stores and the home office by consistently modelling customer-centric behaviour
• Contribute to the following Retail Operations functions, communications and projects associated with the following systems and processes:
  • Store Pickup and omnichannel business, and related technology
  • Point-of-Sale/Mobile Point-of-Sale (including project work, auditing and store-facing documentation)
  • Store technology support (including Mobile Tasking, Retail Applications and Kiosk)
  • Store ticketing
  • Quality assurance testing
• Seek out and communicate continuous improvement opportunities in all operational functions within the area of responsibility.
• Drive all Retail Operations functions and communications, with the strategic support of the Director and Vice President, regarding key cross-functional Retail Operations and eCommerce projects.
• Ensure the successful roll-out of key projects, troubleshooting and executing process redesign as needed to improve workflow and the internal/external customer experience.
• Provide best-in-class support to internal and external customers, supporting the field through meeting the Indigo Help Service Level Agreement.
• Develop and implement sustainment plans to ensure the long-term success of key strategic projects.
• Act as an advocate for the customer by placing them at the forefront of all design and decision-making processes.
• Proactively identify and anticipate customer expectations and needs
• Embrace and seek out technology that creates high-tech and high-touch solutions for Indigo's customers
• Challenge the status quo and consistently identify areas for improvement, diagnose issues and work to resolve them

People

• Collaborate with others to drive flexible and iterative solutions, quickly and easily
• 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 get 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 the diversity of thought and have an open mindset
• Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes
• Embrace, champion, and influence change through your team and/or the organization

SCOPE

Reports to: Director, Retail Operations & Profitability

KEY RELATIONSHIPS

Internal:

• Retail Experience & Communications
• Field Retail teams and leadership
• Indigo Digital
• IT
• Loss Prevention
• Service Desk
• Online Operations
• Finance

External:

• Vendors and Suppliers

Work Experience / Education / Certifications

• Minimum 2 years' retail experience

Competencies / Skills / Attributes

• Strong operational background
• Thorough understanding of at least one retail Point-of-Sale system
• Extensive hands-on experience with buy online pickup in-store processes
• Advanced knowledge of Excel and PowerPoint
• Strong written and verbal communications skills, with a customer centric approach
• Analytical and problem-solving skills
• Excellent time management skills and ability to adjust priorities as directed
• Creative, enthusiastic, flexible, adapts to change
• Strong team player, able to collaborate effectively with cross-functional teams to achieve organizational goals
• Knowledge of Quality Assurance/User Acceptance Testing methodologies and practices an asset

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 [email protected] if you require an accommodation at any time during the recruitment process.

WELCOME HOME

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.

WHO WE ARE

• 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