WHAT YOU'LL DO

The Customer Experience Leader (CEL) is a key member of the Store Leadership Team, responsible for driving operational excellence, leading customer experience initiatives, and contributing to store profitability and growth. You will help execute strategic priorities that align with Indigo's goals, including creating joyful retail environments, fostering high-performing teams, and driving contribution to target.

In this role, you'll:

• Work collaboratively with the Store Leadership Team to inspire a customer-centric culture, leveraging The Indigo Experience training, the Voice of the Customer tool, and both physical and online channels to meet evolving customer needs.

• Lead daily store operations including opening and closing, customer experience, visual standards, and achievement of sales goals.

• Champion key programs including Plum and email acquisition, Love of Reading, and promotional penetration, consistently executing SGL behaviours.

• Drive entrepreneurial results of events through consistent execution of Indigo Experiences, both corporate-led and locally planned.

• Ensure exceptional product flow and visual execution, including turnovers, updates, and timely reaction to sell-through.

• Support and inspire a high-performing, customer-centric team, investing in training, coaching, and cross-functional skill development.

• Reduce shrink by improving customer engagement, supporting LP initiatives, and applying consistent merchandising tactics.

• Ensure adherence to SOPs, health & safety standards, and holiday readiness programs at the highest level.

• Live and inspire Indigo's Exceptional Performance Characteristics, role-modelling a storytelling culture and Feedback & Coaching – The Indigo Way.

• Contribute to talent acquisition and development to build a strong pipeline for the future.

Key Performance Indicators (KPIs):

• Loyalty acquisition

• Overall store sales & metrics

• Conversion (where applicable)

• NPS (Net Promoter Score)

• Promotional penetration & LOR performance

• Employee engagement results

• Shrink & labour compliance

WHO YOU ARE

• 1–2 years of experience in a customer service, merchandising, or operations leadership role.

• Demonstrated commitment to creating an exceptional employee and customer experience.

• Proven ability to lead and develop others in a performance-oriented environment.

• Strong business acumen and systemic thinking to support meaningful decision-making.

• Agile with strong prioritization and planning skills.

• Knowledge of provincial health & safety standards.

• Able to lift medium to large items (up to 40 pounds) using proper equipment and techniques.

• Minimum 25 hours/week availability, including evenings, weekends, early mornings, and holidays.

• For current Indigo employees applying internally: Demonstrated consistent over-the-top performance in key store metrics, including Plum membership acquisition and Purchase With Purchase (PWP) conversion, with results exceeding store and company averages.

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

Current Indigo employees should apply through the Internal Mobility page using your @indigo.ca email address.

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.