MISSION

The Specialist, Retail Experience & Communications is responsible for the execution of the Retail Experience strategy, delivering best-in-class retail and omni-customer experiences through the development and execution of new initiatives that further differentiate Indigo as a place that adds joy and enriches the lives of customers. The Specialist will oversee all aspects of Product Lifecycle, acting as a conduit between Visual, Merchants and Planning teams to deliver flawless execution through resources and training. This role will enhance employee engagement through the creation of content that connects with audiences at each level of the organization and fosters connectivity between Field teams and leadership, Home Office, and the Distribution Centres.

KEY PERFORMANCE METRICS

• Employee Engagement Score
• Customer Satisfaction Levels
• Net Promoter Score
• Indigo Help service level targets

KEY ACCOUNTABILITIES

Functional

• Execute and ensure sustainment of Retail Experience initiatives, providing a consistent, brand-appropriate experience that drives business results, ensures consumer loyalty and attracts new consumers
• Partner cross-functionally in the development of new retail and omni-channel experiences and the continual refinement of existing experiences to deliver best in class customer engagement and Net Promoter Score results
• Act as first point of contact for Retail Experience team, ensuring the consideration of end-to-end customer and employee experience in the design, development and execution of projects and initiatives across Indigo
• Ensure accuracy, relevance, and timeliness of internal communications, with thoughtful metering of workload and information
• Design and develop employee training materials to support the roll-out of Merchandising initiatives (experience guides, tool and launch kits, etc.)
• Stay knowledgeable of new communication channels and innovation, continually reflecting on existing ones to drive the employee experiences and inspire high performance, reflecting Indigo's culture and brand in all content and materials
• Act as a SME for all aspects of retail experience and communications, including but not limited to the following:
  • Product Life Cycle: Visual Merchandising, and Promotional Set up
  • Customer satisfaction in retail and across channels
  • Employee engagement programs (e.g., CEO Awards)
  • Store and Home Office communications and surveys
  • Support the planning and execution of national in-store customer events
  • Support other work and projects as a part of the broader Retail team
  • Perform E2E promotions testing
• Embrace and seek out technology that creates solutions for Indigo's customers and employees
• Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them
• Proactively identifies and anticipates customer expectations and needs
• Act as an advocate for the customer/employee by placing them at the forefront of all design and decision-making processes

People

• Actively seek out opinions to promote a culture where the opinions and voices of all teams are heard and valued
• Provide support and feedback to peers
• 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 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 Experience & Communications

Manager once Removed (MOR): SVP, Retail Strategy & Operations

KEY RELATIONSHIPS

Internal:

• Visual Merchandising
• Merchants
• Planning
• Retail Operations
• Creative
• Loyalty
• Retail Field with emphasis on Regional Directors and General Managers

External:

• Customer satisfaction data providers
• Vendors and suppliers

Work Experience / Education / Certifications

• Bachelor's degree and/or college diploma with focus in communications and/or related field
• Minimum 3-5 years working in a retail environment

Competencies / Skills / Attributes

• Flexible and adaptable, providing input to changes and adapting to achieve goals
• Excellent working knowledge of various technology applications (e.g. MS Office, Adobe, Photoshop)
• Strong written and verbal communications skills, with a customer centric approach
• Excellent organizational skills and high attention to detail
• Ability to manage multiple projects and competing priorities
• Belief in accountability and ownership, and the ability to support what is right and fix what is wrong
• True belief in teamwork and the ability to understand the impact of one's actions on another team, individual or process

Other

• Travel may be required periodically

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