Customer Operations Leader
Indigo
- Red Deer, AB
- Permanent
- Full-time
- We love books and all things beautiful
- We are Canada’s Cultural Department Store
- Books are our heart and our soul and Great Books are JUST the Beginning…
- We exist to add joy to our customers’ lives each and every time they interact with us and our products
- Our job is to create joyful moments for our customers
- We treat each other the way we’d treat a valued friend
- We inspire each other to do our best work
- We seek to ignite creativity and innovation every day
- We give back to the communities in which we operate
- Coach and provide feedback to CERs on providing excellent customer service and to suggest and sell Indigo’s products, promotions, and programs
- Lead execution of activities to support strategic priorities, sales goals, and profitability targets
- Act as an advocate for the customer by placing them at the forefront of all decision-making processes
- Proactively identify and anticipate customer expectations and needs
- Consistently identify areas for improvement, diagnose issues and work to resolve them
- Lead execution of omni-sales program activities and ensure technology is leveraged effectively on sales floor to drive efficiency and encourage customers to shop their way
- Support new technology and digital rollouts and adoption through readiness activities, training, coaching, and feedback
- Embrace and champion technology that creates high tech and high touch solutions for Indigo’s customers
- Support execution of experiential, marketing, and community elements of customer experience including national and store-level author and kids events, store-level customer initiatives, and Indigo Love of Reading drives
- Execute inventory management processes and lead returns to ensure smooth and profitable omni customer experience
- Open and close store as well as responsibility for managing sales floor
- Participate in the joint health and safety committee and ensure health and safety of employees and customers is top priority
- Support the building of strong teams by participating in hiring activities, training new hires, and cross-training existing team
- Support development of talent by providing feedback on team performance to managers
- Collaborate with others to drive flexible and just in time solutions
- 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 other functions to receive input
- Encourage others to freely share their point of view and be open to feedback
- 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
- 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
- Knowledge of provincial health and safety standards
- Performance orientated
- Ability to exercise good business acumen and systemic thinking that supports meaningful decisions
- Ability to prioritize, plan and execute while being agile
- Ability to be mobile on the sales floor for extended periods of time
- Availability to work a flexible schedule, including evenings, weekends, and holidays. Full time availability
- 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 Québec