Customer Experience Leader
Full-time | Banff, AB
Be Part of Our Story
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.
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.
CUSTOMER EXPERIENCE LEADER – LF/SF
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.
KEY PERFORMANCE MEASUREMENTS
• 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
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.
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.