Customer Experience Manager in Toronto

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

• We Will Hire, Inspire, Promote and Retain the Best – A’s Hire A’s.
• We Will be Customer Centric.
• We Will Be Data Driven – System Thinking – Entrepreneurial.
• We are Committed to True and Shared Value Creation.
• We Will be Human-Centered and AI Enabled.
• We are Committed to Caring About Each Other, Our Communities, Our Environment.

Job Description

The 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.

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 ensure technology is leveraged effectively on the 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.
• Manage 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 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

Indigo uses artificial intelligence (AI) tools to assist with certain aspects of the hiring process, such as screening and assessments. These tools support our team but 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 Colour), 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. We respect your privacy throughout the recruitment process. Our Candidate Privacy Notice explains how we collect, use, and protect your personal information when you apply for a role with Indigo, and the choices available to you.