The Customer Experience Leader is the execution lead of all customer programs and results. This position role models and coaches to create a high-performance, customer-focused environment where employees build their capabilities, contribute to team success, and bring the Indigo brand to life through meaningful business outcomes.

KEY PERFORMANCE METRICS

- Net Promoter Score (NPS)
- Net sales and profitability
- Loyalty (plum and email acquisition)
- Promotional execution
- Store engagement score

KEY RESPONSIBILITIES - what the work is

- Leads execution of customer experience priorities within the store, leveraging customer, sales, and omni-channel insights to optimize team deployment, deliver exceptional service, and drive customer engagement and sales performance.
- Ensures the Indigo Experience and R.E.A.D. customer service model are consistently brought to life through strong Sales Generation Leadership (SGL) practices, including active coaching and in-the-moment feedback that reinforce service behaviours and customer engagement.
- Leads daily communication routines and sales rallies that reinforce business priorities, promotional activities, loyalty initiatives, customer opportunities, and service expectations.
- Coaches and develops CERs to deliver intuitive recommendations, meaningful customer interactions, and exceptional service experiences that build customer loyalty and engagement.
- Supports omni-channel execution, including customer pickups, Manhattan order management activities, online returns, customer issue resolution, and related customer interactions, ensuring a seamless and consistent customer experience.
- Leads execution of customer-facing programs and initiatives, including Plum loyalty acquisition and engagement, Indigo Love of Reading, CEO Awards, Staff Picks, customer events, author signings,



consignment programs, and store social media activities.
- Leverages customer insights, Voice of the Customer feedback, and in-store observations to identify opportunities and support improvements to customer satisfaction and overall service execution.
- Maintains customer service areas, payment desks, and cash office processes, ensuring compliance with cash handling procedures, operational controls, and company standards.
- Supports store supplies ordering and other customer-facing operational routines to ensure teams have the resources needed to deliver a consistent customer experience.
- Partners with Product Operations leadership to ensure alignment between customer experience, product availability, merchandising execution, and operational readiness.
- Supports the Customer Experience Manager in delivering store objectives by identifying customer-facing opportunities, escalating risks, and contributing to action plans that improve execution and results.
- Provides ongoing coaching and training on customer focused behaviours, building capability and accountability across the team.
- Ensures a protected and organized work environment, maintaining compliance with all health and safety policies, procedures, and standards.
- Models and embeds Indigo's Guiding Principles and values, fostering a positive, collaborative, and accountable team culture.

KEY RELATIONSHIPS

- Internal:
- Store employees
- Store leadership team




- Online Customer Service team
- Indigo Love of Reading team

- External:

- Customers
- Consignment authors/agents and event vendors
- Adopt-a-School partners

- 1-3 years of leadership experience in a specialty retail and/or multi-unit environment, with experience leading teams in a customer-facing setting
- College degree preferred or equivalent combination of education and relevant experience
- Demonstrated experience executing customer experience and/or omni-channel programs, translating direction into clear actions that drive results
- Strong understanding of retail operations, including experience with cash handling, compliance, and execution in a fast-paced retail environment
- Proven ability to coach and develop team members, building capability through hands‑on training and reinforcement of customer experience, operational and cash handling standards
- Strong organizational and planning skills, with the ability to prioritize competing priorities, meet deadlines, and execute effectively in a fast-paced environment
- Effective communication and problem-solving skills, with the ability to identify issues, prioritize actions, and support store objectives
- Demonstrated operational discipline, including experience with inventory management, compliance, pricing accuracy, and execution of company standards
- Adaptable and agile, with the ability to respond to changing priorities and leverage technology (including AI-enabled tools) to improve efficiency and execution
- Maintains/obtains required role-specific certifications (e.g., First Aid, Joint Health & Safety Committee) in alignment with provincial and store requirements
- Demonstrates sound judgment, accountability, and a p

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📌 Customer Experience Leader (Edmonton)
🏢 PVH (Tommy Hilfiger/Calvin Klein)
📍 Edmonton