Sales and Customer Experience Manager

Full-time | Newmarket, ON

I'm interested

Sales and Customer Experience Manager

Full-time | Newmarket, ON


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.

Committed to Continuous ImprovementCommitted to Continuous Improvement
Process DrivenProcess Driven
Transparent and Open to FeedbackTransparent and Open to Feedback

Job Details

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 200 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.


  • 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

Job Description

The Sales and Customer Experience Manager is responsible for the customer experience and the store’s omni sales results. They lead a team to master Indigo’s service model and to suggest and sell Indigo’s products, promotions, and programs to our customers. They are responsible for the store’s omni-businesses, ensuring our customers have a frictionless shopping experience by identifying areas to improve and addressing gaps in store performance. They help create an environment and store culture that promotes employee engagement, growth, and development.


  • Net Promoter Score
  • Sales revenue and profit targets
  • Loyalty targets
  • Key Process Scorecard targets
  • Employee Engagement Score


  • Manage and motivate the team to provide excellent customer service and intuitive recommendations to our customers regarding Indigo’s products, promotions, and programs
  • Ensure strategic priorities, sales goals, and profitability targets are met by assessing and analyzing sales performance and key process scorecard data; create action plans to address gaps
  • Act as an advocate for the customer by placing them at the forefront of all decision-making processes
  • Lead omni-sales programs and ensures technology is leveraged effectively on sales floor to drive efficiency and encourage customers to shop their way
  • Embrace and champion technology that creates high tech and high touch solutions for Indigo’s customers
  • Lead execution of national events and store-level initiated author and kids events
  • Manages store-level customer initiatives: social media channels, local assortment and consignment, and Indigo Love of Reading drives
  • Partner on regular visual merchandising assessments; provide product, customer experience, and sales insight
  • Lead inventory management processes and returns in lower volume stores
  • Ensure health and safety of employees and customers is top priority and that store complies with all provincial health and safety policies and procedures


  • Build strong teams by attracting and developing the best talent
  • Bring out the best in others, empower and constructively stretch talent
  • Give authentic feedback on performance and potential
  • Ensure all team members understand where they stand and have clear performance objectives aligned with Indigo and team goals
  • Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
  • Help others see the impacts of their efforts and proactively engage others to get input
  • Encourage others to freely share their point of view and be open to feedback
  • Responsible for the overall engagement, productivity, turnover, and bench strength of the team


  • Model Indigo’s beliefs and convey a positive image in everything you do
  • Celebrate diversity of thought and have an open mindset
  • Take an active role in fostering a culture of continual learning, and taking risks without the fear of making mistakes
  • Embrace, champion, and influence change through your team and/or the organization

Reports to: General Manager
Manager once Removed (MOR): Regional Director


  • Store employees
  • Field business partners – Human Resources Manage (HRM), Regional Visual Manager (RVM), Loss Prevention Manager (LPM)
  • Various Home Office and Distribution Center Partners


  • Retail and omni customers
  • Landlord and facilities contracts


Work Experience / Education / Certifications

  • College degree preferred or equivalent job experience
  • 2-3 years of management experience in specialty retail and/or multi-unit retail business environment

Competencies / Skills / Attributes

  • 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

Other (travel, Bilingual, etc.)

  • Bilingualism (French/English) is required for all positions in Quebec

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. 



Sales and Customer Experience Manager

Retail Stores (ST)
Entry Level
Chapters Newmarket
Not Specified
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