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Customer Experience Manager

2 months ago

Fitchburg, Massachusetts, United States Indigo Books & Music Full time

**About Indigo Books & Music**

We are a leading Canadian retailer of books, gifts, and home decor, dedicated to creating exceptional customer experiences in our stores and online.

**Job Summary**

We are seeking a highly motivated and customer-focused Customer Experience Leader to join our team at Indigo Books & Music. As a key member of our Stores Leadership Team, you will be responsible for leading and executing work that contributes to the store's operations and customer experience.

**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 customer needs.

• Be responsible for the opening and closing of the store, daily store operations, customer experience, maintaining visual standards, and achieving or exceeding sales plans.

• Ensure the team is well-informed about the products Indigo carries, promotions, and programs.

• Support the planning, prioritization, and execution of work, ensuring alignment with company goals and objectives.

• Be responsible for 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 Storytelling 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.

• Collaborate with others and work cross-functionally while celebrating and role-modeling diversity of thought and inclusion.

• 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.

**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, including evenings and weekends, and could include early mornings and holidays.