Customer Experience Manager (CEM)

Are you passionate about books, gifts and lifestyle products and delivering world-class customer service?
If so, Indigo may be the Right Fit for you!

  • Indigo has become more than the traditional bookstore. In addition to our incredible selection of books, we now offer quality gifts, lifestyle products, toys and games, all of which make Indigo a dynamic, creative place to work.
  • As the CEM at a large format store, you are a mid-level leader at an Indigo or Chapters retail location. You provide support for team members and customers alike, and contribute to the overall vision and sales objectives of the store. The CEM is key to ensuring Indigo’s life-enriching product lines and their stories are presented with passion and enthusiasm, and that customers are provided a delightful, inspiring experience every time they visit our store.

What’s The Job?
  • Supporting the General Manager (GM), the next level manager, in ensuring the store is well-run, well-merchandised and well-staffed
  • Leading a team of Customer Experience Representatives (CERs) in the delivery of world-class customer service, effective sales techniques, merchandising standards, and store policies and procedures
  • Attracting, hiring, retaining and developing talented and passionate CERs
  • Maintaining performance management records and ensuring fairness and consistency of approach and administration
  • Executing the store’s annual business plan as delivered by the GM
  • Soliciting ideas and opportunities from the customer experience team to improve sales and store operations
  • Launching and evaluating new programs and initiatives that impact business performance
  • Sharing your passion for Indigo’s unique assortment of books and life-enriching products, and generating excitement about new products, promotions and programs
  • Accepting a high degree of responsibility and accountability for others as well as yourself
  • Connecting with communities by planning and implementing Indigo events with the highest degree of professionalism
  • Who We’re Looking For
    High performers and achievers

    You are a high performer who craves the challenges of career growth and development, and a natural leader with a demonstrable history of coaching and developing others. You’re engaging, influential and motivating, and have outstanding communication skills. If you’re applying for a job in Quebec, you must be fluent in English and French.
  • Dynamic salespeople

    You are a pro at delivering world-class customer service. Using your energy and confidence, you make positive customer connections and you love the satisfaction of enriching customers’ lives with quality products. You implement effective sales techniques and can lead a team to reach sales goals.
  • Flexible problem solvers

    As a key part of this job, you will use initiative and demonstrate creativity in solving problems. By leveraging your skills and delegating tasks appropriately, you’re able to manage multiple, and sometimes competing, priorities while staying organized. You can embrace change in support of our ever-changing business.
Your Experience
  • Previous management or leadership experience with demonstrable skills and success in leading and developing others
  • 2 years employment in retail or the services sector
  • Have a demonstrated track record of achieving sales and performance targets
  • General merchandising experience
  • Knowledge of Indigo product lines and offerings is an asset
  • Working knowledge of various technology applications (e.g., Microsoft Office, information systems)
  • Does this sound like you?

    Apply now and learn more about how you can enrich your life with a career at Indigo!
  • You’ll love working at Indigo.