Responsibilities
- Guide and mentor team members in delivering outstanding service and promoting products, offers, and loyalty programs.
- Drive initiatives aligned with strategic goals, sales targets, and profit objectives.
- Champion the customer perspective in all operational and business decisions.
- Anticipate and respond to evolving customer needs and expectations.
- Identify opportunities for improvement, analyze root causes, and implement effective solutions.
- Oversee omni-channel sales initiatives and ensure technology is used efficiently to enhance customer experience and flexibility.
- Support the rollout and adoption of new digital tools through preparation, training, coaching, and evaluation.
- Promote the use of innovative technology to deliver seamless, personalized customer interactions.
- Assist in delivering engaging in-store events, community programs, and literacy initiatives.
- Manage inventory processes and returns to support a smooth, integrated shopping experience.
- Oversee daily store operations, including opening and closing procedures and sales floor management.
- Participate in health and safety planning and ensure a safe environment for staff and visitors.
- Contribute to team development through recruitment, onboarding, and cross-training efforts.
- Provide performance input on team members to support growth and development.
- Work collaboratively across functions to implement adaptive, timely solutions.
- Share technical expertise and actively pursue learning from experienced colleagues.
- Help team members understand how their work contributes to broader goals and seek cross-functional input.
- Foster open communication and encourage team members to express ideas and accept feedback.
- Demonstrate core company values and maintain a professional, positive presence.
- Value diverse perspectives and cultivate an inclusive, open-minded team culture.
- Support a learning-oriented environment where innovation and risk-taking are encouraged.
- Lead and support organizational change initiatives within the team and wider operations.
Work Arrangement
On-site
Responsibilities
- Coach and provide feedback to CERs on providing excellent customer service and to suggest and sell Indigo’s products, promotions, and programs
- Lead execution of activities to support strategic priorities, sales goals, and profitability targets
- Act as an advocate for the customer by placing them at the forefront of all decision-making processes
- Proactively identify and anticipate customer expectations and needs
- Consistently identify areas for improvement, diagnose issues and work to resolve them
- Lead execution of omni-sales program activities and ensure technology is leveraged effectively on sales floor to drive efficiency and encourage customers to shop their way
- Support new technology and digital rollouts and adoption through readiness activities, training, coaching, and feedback
- Embrace and champion technology that creates high tech and high touch solutions for Indigo’s customers
- Support execution of experiential, marketing, and community elements of customer experience including national and store-level author and kids events, store-level customer initiatives, and Indigo Love of Reading drives
- Execute inventory management processes and lead returns to ensure smooth and profitable omni customer experience
- Open and close store as well as responsibility for managing sales floor
- Participate in the joint health and safety committee and ensure health and safety of employees and customers is top priority
- Support the building of strong teams by participating in hiring activities, training new hires, and cross-training existing team
- Support development of talent by providing feedback on team performance to managers
- Collaborate with others to drive flexible and just in time solutions
- 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 other functions to receive input
- Encourage others to freely share their point of view and be open to feedback
- Model Indigo’s beliefs and convey a positive image in everything you do
- 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
- Embrace, champion, and influence change through your team and/or the organization
