KEY PERFORMANCE METRICS

- Net Promoter Score (NPS)
- Net sales and profitability
- Loyalty (plum and email acquisition)
- Key Process Scorecard results
- Store engagement score

KEY RESPONSIBILITIES - what the work is

- Leads the translation of Indigo's strategic priorities into focused, store-level execution, leveraging the My Performance Scorecard process to align objectives, drive disciplined action, and deliver measurable results.
- Anticipates and mitigates risks to execution, identifying systemic barriers and influencing cross-functional partners to enable consistent delivery of the intended customer and operational experience.
- 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, in-the-moment coaching to reinforce behaviours, elevate execution, and drive customer engagement and results.
- Champions meaningful connection to the local community through book localization, curated events and experiences, and an authentic social media presence that builds engagement, relevance, and brand affinity.
- Ensures consistent delivery of Indigo's brand standards through disciplined visual merchandising execution, leveraging the VMA process to reinforce presentation, drive consistency, and enhance the customer experience.
- Drives effective and productive store operations through regular review of Key Process Scorecard performance, using insights to coach the team, reinforce accountability, and continuously improve execution and results.
- Owns the scheduling process,



ensuring effective deployment of labour to deliver a consistent customer experience while optimizing productivity and operational efficiency.
- Delivers profitability through disciplined resource management and leadership of targeted shortage and shrink action plans, mitigating inventory risk while protecting sales and operational performance.
- Applies strong business acumen to identify opportunities, assess performance, and take action to improve store results.
- Ensures clarity of roles, responsibilities, and accountability across the store team, reinforcing expectations aligned to the store structure and RASI model.
- Recruits, develops, and retains a high-performing store leadership and CER team through structured onboarding, coaching, and ongoing development.
- Leads talent review, calibration, and succession planning within the store, identifying high-potential employees and creating targeted development opportunities.
- Identifies and addresses performance, conduct, and engagement risks, taking appropriate action to maintain a strong, values-aligned team.
- Drives employee engagement through strong employee relations, meaningful action planning, and the creation of a collaborative, inclusive team environment.




- Ensures the health and safety of employees and customers, maintaining full compliance with all provincial policies, procedures, and standards.
- Models and embeds Indigo's guiding principles and values, fostering a positive, accountable, and high-performance team culture.

KEY RELATIONSHIPS

Internal:

- Store employees
- Store leadership team
- Regional Human Resources Manager
- Regional Loss Prevention Manager
- Regional Visual Merchandising Manager
- Retail Operations team
- Facilities/IT support

External:

- Customers
- Consignment authors/agents and event vendors
- Landlord/facilities contacts and service providers, as required

Reports to: Regional Director/District Manager

Manager once Removed (MOR): Senior Vice President, Retail

WHO YOU ARE:

- 6+ years of progressive leadership experience in a specialty retail and/or multi-unit environment, including experience leading leaders and managing high-performing teams
- College degree preferred or equivalent combination of education and relevant experience
- Demonstrated ability to lead a customer-first culture, delivering exceptional employee and customer experiences that drive engagement, loyalty, and business performance
- Adaptable and resilient leader who can lead calmly through change, model a growth mindset, and foster a collaborative, inclusive, and accountable team culture
- Strong business acumen with ability to translate enterprise priorities and sales results into focused store-leve

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📌 General Manager (Ottawa)
🏢 indigobooksmusic
📍 Ottawa