Customer Operations Manager

Responsibilities

• Functional
• 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; create action plans to address gaps
• 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
• Partner on regular visual merchandising assessments; 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
• People
• Build strong teams by attracting and developing the best talent
• Bring out the best in others, empower and constructively stretch talent
• 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
• Responsible for the overall engagement, productivity, turnover, and bench strength of the team
• Cultural
• 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

Requirements

• College degree preferred or equivalent job experience
• 2-3 years of management experience in specialty retail and/or multi-unit retail business environment
• Ability to be mobile on the sales floor for extended periods of time
• 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
• This posting is for a current opportunity within Indigo

Benefits

Additional Information

The Customer Operations 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.

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