Job Details

Company Description

Indigo's Mission: To inspire our customers and those they care about with life-enriching products and experiences.

Indigo's Vision: Making Connections. Creating Experiences.

Indigo's Customer Promise: We exist to add a little joy to our customers' lives, each time they interact with us or our products.

Job Description


You support Store Leadership by cultivating an environment that promotes authentic best-inclass employee and customer experiences and are guided by our culture and our mission of adding joy. Your role as a Customer Experience Leader in either a Large Format or Small Format store is one of collaboration, innovation, inspiration, support, and coaching and in doing so, you to help to sustain a high performing culture. You consistently role model the Indigo Beliefs and are a core contributor to the Leadership team.


• Employee Engagement • Net Promoter score • Sales to Plan • Store Profit



 Empowers and supports team to make decisions, creating a highly engaged and high performing team

 Supports Leadership Team to train and coach a high-performing Customer Experience Representative Team

 Makes recommendations and keeps Leadership informed regarding Customer Experience Representative Team performance

 Provides input to Leadership Team regarding succession plans

 Unlocks full potential of employees by providing consistent feedback

 Owns self-development and provides continuous feedback to Store Leadership

Cultural Ambassador

 Role models Indigo’s High Performance Characteristics

 Represents Indigo as a brand ambassador, bringing to life Indigo’s mission of creating joy

 Supports Leadership to maintain a Story Telling culture fulfilling our goal to enrich the lives of our customers.

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

 Works collaboratively with Leadership to inspire a customer-centric culture in stores, bringing to life Indigo’s mission of creating joy and enriching lives

 Ensures team is well educated about our products, promotions and programs

 Contributes to 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

 Is an agent of change within their store

 Responds to customer feedback in a timely manner ensuring that the customer remains a top priority

Goals and Objectives

 Gains alignment with Store Leadership on store specific goals and objectives for fiscal year

 Ensures teams drive best-in-class employee engagement and net promoter scores

 Consistently meets and exceeds sales plans

 Supports Store Leadership in effectively managing budgets and cost centres, driving positive Store Profitability

 Brings the Indigo brand to life via an inspiring store environment that drives sales while maintaining visual standards

 Communicates scheduling needs to the Store Manager to ensure leadership and store staff schedules are fully optimized to drive sales and productivity

 Actively engages in community-based marketing and events to grow sales and strengthen community ties


 1-2 years of customer service in a retail environment

 Prior experience in a Shift Leading position preferred

 Adaptability, flexibility and a willingness to learn new things and be exposed to all aspects of the store

 Demonstrated commitment to creating an exceptional employee and customer experience

 Ability to be mobile on the sales floor for extended periods of time

 Ability to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques

 Availability to work a flexible schedule, including evenings, weekends, early mornings and holidays.

Additional Information

Indigo Books & Music is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources if you require accommodation. We will work with all applicants to accommodate their individual accessibility needs. 



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