Customer service managing supervisor

Indigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. Indigo is our customer's happy place — for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place.

We Will Be Customer Centric

We Will Be Committed to Caring About Each Other, Our Communities, and Our Environment

We Will Be Systems Thinking, Data Driven and AI enabled

The Customer Experience Leader (CEL) is a member of the Store’s Leadership Team and is responsible for leading and executing work that contributes to the Store's operations and customer experience. Talent in the role supports the achievement of strategic priorities that are cascaded from the Retail Strategic Initiatives to the Store and Functional level. The CEL ensures budget and cost centre management while contributing to the achievement of the Store’s sales plans and long-term desired outcome of profitability and growth. Work collaboratively with the Store Leadership team to inspire a customer-centric culture bringing to life Indigo’s mission while incorporating both physical and online channels to meet the customer needs

Be responsible for the opening and closing of the store, the daily store operations, customer experience, maintaining visual standards and achieving or exceeding sales plans

Support the planning, prioritization and execution of the work you and the team are doing

Be responsible for the facilities, maintenance, health and safety and loss prevention of the store on the shift you are leading

Live and inspire Indigo's High Performance Characteristics and lead a Story Telling culture

Practice and role model Feedback and Coaching - The Indigo Way

Participate in talent calibration and contribute to talent management and acquisition activities to support Indigo’s goal to build strong teams and attract and develop the best talent

Collaborate with others and work cross functionally while celebrating and role modelling diversity of thought and inclusion

Foster an environment where everyone knows their health and safety is a top priority and where everyone actively participates in ensuring the health and safety of each other and our customers

1-2 years of experience in a customer service, merchandising or operations role

• Demonstrated commitment to creating an exceptional employee and customer experience
• 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 lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques
• Minimum 25 Hours a week availability that includes evenings and weekends and could include early mornings and holidays

In certain aspects of the hiring process artificial intelligence (AI) tools may be used, specifically for screening and assessments. These tools support our team and are used to help bring relevant criteria to the foreground and do not replace human judgment. We regularly review these tools to help prevent bias or discrimination.

At Indigo, Diversity, Equity, Inclusion, and Accessibility are core to our values. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Color), members of the 2SLGBTQIA+ community, and persons with disabilities. This posting is for a current opportunity within Indigo.