**Customer Experience Manager - Reading, Lifestyle & Kids**
**Full-time | Edmonton, AB**
**Company Description**
Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 150 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.
WHO WE ARE
* We love books and all things beautiful
* We are Canadas Cultural Department Store
* Books are our heart and our soul and Great Books are JUST the Beginning
We play by the following rules:
* 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 wed 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
**Job Description**
You support the leadership team to cultivate an environment that promotes authentic best-in-class employee and customer experiences and are guided by our culture and our mission of adding joy. Your role as a Customer Experience Manager for Reading, Lifestyle and Kids is one of collaboration, innovation, inspiration, support, and coaching and in doing so; you help to sustain a high performing culture. You consistently role model the Indigo Beliefs and are a leader that sets examples for your team to follow
You share your passion for books, culture, toys and games, art and design with your team and customers.
WHAT YOULL DO
* Support and empower a team of Customer Experience Representatives to make decisions, creating a highly engaged and high performing team.
* Recruit and develop a high-performing team that is accountable for creating a best-in-class employee experience
* Work with the General Manager/ Associate General Manager to develop internal talent; building a bench for future store needs.
* Unlock full potential of employees by providing consistent feedback
* Own self-development and provides continuous feedback to General Manager/Associate General Manager
* Role model Indigos High Performance Characteristics
* Represent Indigo as a brand ambassador, bringing to life Indigos mission of creating joy
* Promote a Story Telling culture fulfilling our goal to enrich the lives of our customers.
* Cultivate an environment of trust where the opinions, voices, and well-being of employees are valued, enabling people to bring their best selves to work
* Inspire a customer-centric culture in stores bringing to life Indigos mission of creating joy and enriching lives
* Foster 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
* Respond to customer feedback in a timely manner ensuring that the customer remains a top priority
* Align with General Manager/Associate General Manager on goals and objectives for fiscal year
* Ensure teams drive best-in-class employee engagement and net promoter scores
* Consistently meet and exceed sales plans
* Communicate scheduling needs to the TEAM Primary User to ensure CER schedules are fully optimized to drive sales and productivity
* Support the General Manager/Associate General Manager in effectively managing budgets and cost centres, driving positive Store Profitability
* Actively engage in community-based marketing and events to grow sales and strengthen community ties
* Launch and evaluate new programs and initiatives that impact business performance
**Qualifications**
WHO YOU ARE
* 2 + year of management or leadership experience with demonstrable skills and success in leading and developing others
* Experience in retail or the services sector
* Proven track record of achieving sales and performance targets
* 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
* Passionate
* Curious
* Humble
* Giving
* Driven
* Bilingualism (French/English) is required for all positions in Qubec
**Customer Experience Manager - Reading, Lifestyle & Kids**
Retail Stores (ST) Full-time Mid-Senior Level Chapters Westside Not Specified