Job Description

**Customer Experience Manager - Reading, Lifestyle & Kids**

**Full-time | Edmonton, AB**

**Company Description**

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 150 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 Canadas 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 wed 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**

You support the leadership team to cultivate an environment that promotes authentic best-in-class employee and customer experiences and are guided by our culture and our mission of adding joy. Your role as a Customer Experience Manager for Reading, Lifestyle and Kids is one of collaboration, innovation, inspiration, support, and coaching and in doing so; you help to sustain a high performing culture. You consistently role model the Indigo Beliefs and are a leader that sets examples for your team to follow

You share your passion for books, culture, toys and games, art and design with your team and customers.

WHAT YOULL DO

* Support and empower a team of Customer Experience Representatives to make decisions, creating a highly engaged and high performing team.

* Recruit and develop a high-performing team that is accountable for creating a best-in-class employee experience

* Work with the General Manager/ Associate General Manager to develop internal talent; building a bench for future store needs.

* Unlock full potential of employees by providing consistent feedback

* Own self-development and provides continuous feedback to General Manager/Associate General Manager

* Role model Indigos High Performance Characteristics

* Represent Indigo as a brand ambassador, bringing to life Indigos mission of creating joy

* Promote a Story Telling culture fulfilling our goal to enrich the lives of our customers.

* Cultivate an environment of trust where the opinions, voices, and well-being of employees are valued, enabling people to bring their best selves to work

* Inspire a customer-centric culture in stores bringing to life Indigos mission of creating joy and enriching lives

* 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

* Respond to customer feedback in a timely manner ensuring that the customer remains a top priority

* Align with General Manager/Associate General Manager on goals and objectives for fiscal year

* Ensure teams drive best-in-class employee engagement and net promoter scores

* Consistently meet and exceed sales plans

* Communicate scheduling needs to the TEAM Primary User to ensure CER schedules are fully optimized to drive sales and productivity

* Support the General Manager/Associate General Manager in effectively managing budgets and cost centres, driving positive Store Profitability

* Actively engage in community-based marketing and events to grow sales and strengthen community ties

* Launch and evaluate new programs and initiatives that impact business performance

**Qualifications**

WHO YOU ARE

* 2 + year of management or leadership experience with demonstrable skills and success in leading and developing others

* Experience in retail or the services sector

* Proven track record of achieving sales and performance targets

* 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

* Passionate

* Curious

* Humble

* Giving

* Driven

* Bilingualism (French/English) is required for all positions in Qubec

**Customer Experience Manager - Reading, Lifestyle & Kids**

Retail Stores (ST) Full-time Mid-Senior Level Chapters Westside Not Specified

Job Tags

Similar Jobs