Customer Experience Manager Edmonton Area Full-time Employee Type: Permanent Full time/Part-Time: Full-Time Compensation: CAD 52000 - CAD 69000 - yearly Indigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. Indigo is our customer’s happy place – for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place. We Will be Customer Centric.

We Will Be Data

Driven – System Thinking – Entrepreneurial. We are Committed to Caring About Each Other, Our Communities, Our Environment.

The Customer Experience

Manager is responsible for the customer experience and the store’s omni sales results. They lead a team to master Indigo’s service model and to suggest and sell Indigo’s products, promotions, and programs to our customers. They are responsible for the store’s omni-businesses, ensuring our customers have a frictionless shopping experience by identifying areas to improve and addressing gaps in store performance.

They help create an environment and store culture that promotes employee engagement, growth, and development. Manage and motivate the team to provide excellent customer service and intuitive recommendations to our customers regarding Indigo’s products, promotions, and programs Ensure strategic priorities, sales goals,



and profitability targets are met by assessing and analyzing sales performance and key process scorecard data; Act as an advocate for the customer by placing them at the forefront of all decision-making processes Lead omni-sales programs and ensures technology is leveraged effectively on sales floor to drive efficiency and encourage customers to shop their way Embrace and champion technology that creates high tech and high touch solutions for Indigo’s customers Lead execution of national events and store-level initiated author and kids events Manages store-level customer initiatives: social media channels, local assortment and consignment, and Indigo Love of Reading drives provide product, customer experience, and sales insight Lead inventory management processes and returns Open and close the store and responsible to manage the sales floor Ensure health and safety of employees and customers is top priority and that store complies with all provincial health and safety policies and procedures Give authentic feedback on performance and potential Ensure all team members understand where they stand and have clear performance objectives aligned with Indigo and team goals Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself Help others see the impacts of their efforts and proactively engage others to get input Encourage others to freely share their point of view and be open to feedback Celebrate diversity of thought and have an open mindset Take an active role in fostering a culture of continual learning, and taking risks without the fear of making mistakes 2-3 years of management experience in specialty retail and/or multi-unit retail business environment ~ 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 ~ Bilingualism (French/English) is required for all positions in Quebec Indigo uses artificial intelligence (AI) tools to assist with certain aspects of the hiring process, such as screening and assessments. These tools support our team but do not replace human judgment.

We regularly review these tools to help prevent bias or discrimination. At Indigo, Diversity, Equity, Inclusion, and Accessibility are core to our values. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve.

We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Colour), members of the 2SLGBTQIA+ community, and persons with disabilities.

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📌 Customer Experience Manager Edmonton Area
🏢 Indigo
📍 Edmonton