Customer Operations Manager

Company Description

WHO WE ARE

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. We believe in real books, living life fully and generously, being kind to each other and to the environment, and that stories — big and little — connect us. 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.

OUR GUIDING PRINCIPLES

Our Mission is to inspire reading and enrich the lives of booklovers. As such, we believe in the power of people and their stories. We aim to attract top talent, nurture the potential of our employees, and create space for everyone to thrive. Our Guiding Principles are the few key ideas that are meant to influence everything we do, every day.

We Will Hire, Inspire, Promote and Retain the Best

We Will Be Customer Centric

We Will Be Entrepreneurial

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

We Will Be Committed to True and Shared Value Creation

We Will Be Systems Thinking, Data Driven and AI enabled

Job Description

The Customer Operations 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.

WHAT YOU'LL DO:

Functional

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

Open and close the store and responsible to manage the sales floor

Ensure health and safety of employees and customers is top priority and that store complies with all provincial health and safety policies and procedures

People

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

Cultural

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

Qualifications

WHO YOU ARE:

College degree preferred or equivalent job experience

2-3 years of management experience in specialty retail and/or multi-unit retail business environment

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

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

Additional Information

At Indigo, all applications submitted are reviewed in detail by our HR team. 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 are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. 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. If you require an accommodation during the recruitment process, please contact Human Resources at talent@indigo.ca

This posting is for a current opportunity within Indigo