Customer Operations Manager

The Customer Operations Manager is responsible for the customer experience and the store’s omni sales results.  They lead a team to master Indigo’s service model and to suggest and sell Indigo’s products, promotions, and programs to our customers.  They are responsible for the store’s omni-businesses, ensuring our customers have a frictionless shopping experience by identifying areas to improve and addressing gaps in store performance.  They help create an environment and store culture that promotes employee engagement, growth, and development.  WHAT YOU'LL DO:  Functional   Manage and motivate the team to provide excellent customer service and intuitive recommendations to our customers regarding Indigo’s products, promotions, and programs  Ensure strategic priorities, sales goals, and profitability targets are met by assessing and analyzing sales performance and key process scorecard data; create action plans to address gaps    Act as an advocate for the customer by placing them at the forefront of all decision-making processes  Lead omni-sales programs and ensures technology is leveraged effectively on sales floor to drive efficiency and encourage customers to shop their way  Embrace and champion technology that creates high tech and high touch solutions for Indigo’s customers  Lead execution of national events and store-level initiated author and kids events   Manages store-level customer initiatives: social media channels, local assortment and consignment, and Indigo Love of Reading drives  Partner on regular visual merchandising assessments; provide product, customer experience, and sales insight  Lead inventory management processes and returns  Open and close the store and responsible to manage the sales floor    Ensure health and safety of employees and customers is top priority and that store complies with all provincial health and safety policies and procedures  People   Build strong teams by attracting and developing the best talent  Bring out the best in others, empower and constructively stretch talent  Give authentic feedback on performance and potential  Ensure all team members understand where they stand and have clear performance objectives aligned with Indigo and team goals  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 others to get input  Encourage others to freely share their point of view and be open to feedback  Responsible for the overall engagement, productivity, turnover, and bench strength of the team  Cultural   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 WHO YOU ARE:  College degree preferred or equivalent job experience  2-3 years of management experience in specialty retail and/or multi-unit retail business environment  Ability to be mobile on the sales floor for extended periods of time  Availability to work a flexible schedule, including evenings, weekends, and holidays  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 Quebec At Indigo, all applications submitted are reviewed in detail by our HR team. In certain aspects of the hiring process artificial intelligence (AI) tools may be used, specifically for screening and assessments. These tools support our team and are used to help bring relevant criteria to the foreground and do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination. At Indigo, Diversity, Equity, Inclusion, and Accessibility are core to our values. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Color), members of the 2SLGBTQIA+ community, and persons with disabilities. If you require an accommodation during the recruitment process, please contact Human Resources at talent@indigo.ca This posting is for a current opportunity within Indigo