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Customer Experience Leader

Company Description

Who We Are

Making Connections. Creating Experiences.

To inspire reading and simplify our customers’ journeys to live with intention.


  • We believe in hiring and inspiring the best talent
  • We believe in being passionately customer centric
  • Being agile, being innovative
  • Driving value creation, for us and for our shareholders
  • Being caring of each other and the communities in which we operate

Job Description



The Customer Experience Leader works 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 the customer needs. The Customer Experience Leader is responsible for the opening and closing of the store, the daily store operations, customer experience, maintaining visual standards and achieving or exceeding sales plans. They ensure the team is well informed about the products that Indigo carries, our promotions and programs. Talent in the role leads their own work and the planning and execution of the work they and the team are doing. This role is responsible for supporting the facilities, maintenance, health and safety and loss prevention of the store on the shift they are leading.

Talent and Culture

The Customer Experience Leader lives and inspires Indigo's High Performance Characteristics and leads a Story Telling culture. Talent in the role practices and role models Feedback and Coaching - The Indigo Way (including providing quick and meaningful feedback and asking good coaching questions on the fly), participates in talent calibration and contributes to talent management and acquisition activities. The Customer Experience Leader is expected to contribute to the development of CER talent. As a member of the Store’s Leadership Team, the Customer Experience Leader collaborates with others and works cross functionally while celebrating and role modelling diversity of thought and inclusion. Talent in the role cultivates an environment of trust where the opinions, voices, and well-being of employees are valued, enabling people to bring their best selves to work. The Customer Experience Leader embraces and role models change. As a member of the Store’s Leadership Team, the Customer Experience Leader fosters an environment where everyone knows their health and safety is a top priority and where everyone actively participates in ensuring the health and safety of each other and our customers.


  • 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 orientated

  • 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 safety techniques

  • Minimum 25 Hours a week availability that includes evenings and weekends and could include early mornings and holidays

Additional Information

Talent in the role needs to have a desire and potential to develop and move beyond current role and scope of work. Talent in the role could own a process or a Store strategic initiative (end to end). High Performing Talent in the role could contribute to cross functional work at a Store, Region or Indigo level. The level of complexity expected of this role is higher than that of an individual contributor (CER).  Potential CEM path or alternative roles at Indigo.


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