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Customer Experience Manager

2 months ago

Pembroke, United States Indigo Books & Music Full time

About the Role:

The Customer Experience Manager is a key member of the Stores Leadership Team, responsible for leading and executing work that contributes to the Store's operations and customer experience. This role supports the achievement of strategic priorities that are cascaded from the Retail Strategic Initiatives to the Store and Functional level.

Key Responsibilities:

  • Work collaboratively with the Store Leadership team to inspire a customer-centric culture, bringing to life Indigo's mission while incorporating both physical and online channels to meet the customer needs.
  • Responsible for the opening and closing of the store, the daily store operations, customer experience, maintaining visual standards and achieving or exceeding sales plans.
  • Ensure the team is well-informed about the products that Indigo carries, promotions, and programs.
  • Support the planning, prioritization, and execution of the work you and the team are doing.
  • Responsible for the facilities, maintenance, health and safety, and loss prevention of the store on the shift you are leading.
  • Live and inspire Indigo's High Performance Characteristics and lead a Story Telling culture.
  • Practice and role model Feedback and Coaching - The Indigo Way.
  • Participate in talent calibration and contribute to talent management and acquisition activities to support Indigo's goal to build strong teams and attract and develop the best talent.
  • Contribute to the development of CER talent.
  • Cultivate an environment of trust where the opinions, voices, and well-being of employees are valued, enabling people to bring their best selves to work.
  • Embrace and role model change.
  • Foster 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.

Requirements:

  • 1-2 years of experience in a customer service, merchandising, or operations role.
  • Demonstrated commitment to creating an exceptional employee and customer experience.
  • Experience leading others.
  • Performance-oriented.
  • Ability to exercise good business acumen and systemic thinking that supports meaningful decisions.
  • Ability to prioritize, plan, and execute while being agile.
  • Knowledge of Provincial Health & Safety standards.
  • Ability to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques.
  • Minimum 25 hours a week availability that includes evenings and weekends and could include early mornings and holidays.