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Customer Experience Manager

2 months ago

Fitchburg, Massachusetts, United States Indigo Books & Music Full time
Customer Experience Leader

Indigo Books & Music is seeking a Customer Experience Leader to join our team. As a key member of the 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 and bring Indigo's mission to life.
  • 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.
  • 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 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.
  • Cultivate an environment of trust where the opinions, voices, and well-being of employees are valued.

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.
  • 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.