Customer Experience Leader at Indigo Books & Music — NeverHard

Job Description The Customer Experience Leader is the execution lead of all customer programs and results. This position role models and coaches to create a high-performance, customer-focused environment where employees build their capabilities, contribute to team success, and bring the Indigo brand to life through meaningful business outcomes. KEY PERFORMANCE METRICS Net Promoter Score (NPS) Net sales and profitability Loyalty (plum and email acquisition) Promotional execution Store engagement score KEY RESPONSIBILITIES – what the work is Leads execution of customer experience priorities within the store, leveraging customer, sales, and omni-channel insights to optimize team deployment, deliver exceptional service, and drive customer engagement and sales performance. Ensures the Indigo Experience and R.E.A.D. customer service model are consistently brought to life through strong Sales Generation Leadership (SGL) practices, including active coaching and in-the-moment feedback that reinforce service behaviours and customer engagement. Leads daily communication routines and sales rallies that reinforce business priorities, promotional activities, loyalty initiatives, customer opportunities, and service expectations. Coaches and develops CERs to deliver intuitive recommendations, meaningful customer interactions, and exceptional service experiences that build customer loyalty and engagement. Supports omni-channel execution, including customer pickups, Manhattan order management activities, online returns, customer issue resolution, and related customer interactions, ensuring a seamless and consistent customer experience. Leads execution of customer-facing programs and initiatives, including Plum loyalty acquisition and engagement, Indigo Love of Reading, CEO Awards, Staff Picks, customer events, author signings, consignment programs, and store social media activities. Leverages customer insights, Voice of the Customer feedback, and in-store observations to identify opportunities and support improvements to customer satisfaction and overall service execution. Maintains customer service areas, payment desks, and cash office processes, ensuring compliance with cash handling procedures, operational controls, and company standards. Supports store supplies ordering and other customer-facing operational routines to ensure teams have the resources needed to deliver a consistent customer experience. Partners with Product Operations leadership to ensure alignment between customer experience, product availability, merchandising execution, and operational readiness. Supports the Customer Experience Manager in delivering store objectives by identifying customer-facing opportunities, escalating risks, and contributing to action plans that improve execution and results. Provides ongoing coaching and training on customer focused behaviours, building capability and accountability across the team. Ensures a safe and organized work environment, maintaining compliance with all health and safety policies, procedures, and standards. Models and embeds Indigo's Guiding Principles and values, fostering a positive, collaborative, and accountable team culture. Reports to: Customer Experience Manager Manager once Removed (MOR): General Manager KEY RELATIONSHIPS Internal: Store employees Store leadership team Online Customer Service team Indigo Love of Reading team External: Customers Consignment authors/agents and event vendors Adopt-a-School partners