Director, Retail Experience & Communications

Benefits

Additional Information

The Director, Retail Experience and Communications is responsible for shaping and executing the strategy that defines how retail initiatives are communicated, understood, and experienced across the store network. This role ensures that all communications, tools, and programs enable store teams to operate effectively, deliver exceptional customer experiences, and drive profitable outcomes. As a key strategic partner to the business, the Director acts as a bridge between Home Office and stores, translating priorities into clear, actionable direction while elevating the voice of the field and the customer. This role also serves as a change agent, leveraging insights, research, and emerging best practices to continuously improve communication frameworks, customer experience programs, and executional effectiveness. KEY PERFORMANCE METRICS Employee Engagement Score (field and team) Net Promoter and CSAT Score Balanced Scorecard targets Sales plan Conversion Indigo Help SLAs Project Implementation Surveys KEY ACCOUNTABILITIES Strategic Define and evolve the retail communications and experience strategy, including frameworks, tools, and operating models that enable execution excellence across stores Act as a strategic thought partner across the organization, bringing forward insights on customer behavior, communication effectiveness, and emerging retail practices Support or lead key strategic initiatives tied to the store experience, including those within broader transformation programs Anticipate and respond to evolving customer, employee, and business needs, adjusting priorities and direction accordingly Functional Own the end-to-end retail communications ecosystem, ensuring clarity, consistency, and effectiveness across all channels (e.g., Employee Hub, SharePoint, internal platforms) Establish and enforce communication standards and best practices across business partners to reduce noise, improve clarity, and enable store focus Ensure communications are audience-specific, outcome-driven, and structured to support both strategic understanding and tactical execution Elevate the customer and employee experience by ensuring retail initiatives are clearly understood, well-executed, and aligned to the broader Customer Experience Roadmap Drive store adoption of customer experience standards and programs through effective communication, planning, and tools Own the Retail Voice of the Customer platform (Alida), ensuring insights are captured, synthesized, and translated into actionable recommendations Co-own the retail workload and communications calendar (in partnership with Retail Operations) ensuring alignment across functions and disciplined management of store capacity Translate enterprise initiatives into clear retail execution plans, ensuring alignment, timing, and operational feasibility Continuously refine processes and tools to improve execution consistency and reduce friction for store teams Establish and maintain a strong, continuous feedback loop between stores and Home Office, ensuring field insights inform decision-making and that communication remains relevant, clear, and actionable Lead the development and execution of large-scale internal events (e.g., strategy meetings, conferences, holiday summits), ensuring high-quality content, logistics, and engagement Ensure all communications meet French language requirements, delivering efficient, high-quality translation services People Lead and engage team to deliver strategic objectives through effective coaching and mentoring, identifying, and developing emerging talent, and fostering an innovative, collaborative, and agile culture. Foster a culture of innovation and continuous improvement focusing on customer and employee experience. Accountable for the overall engagement, productivity, turnover and bench strength of the Retail Experience and Communications team Collaborate with others to drive flexible and iterative solutions quickly and easily. Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself. Create and maintain channels for clear and transparent two-way communication including through communication, discussion boards and meetings. Cultural Role model Indigo's Guiding Principles and inspire a positive, customer-centric culture which reflects Indigo's mission of creating joy and enriching lives while maintaining brand standards. Cultivate an environment of trust, joy and empowerment where the opinions, voices, and well-being of employees are valued, enabling people to bring their best selves to work and learn from one another. Embrace, champion and influence as a trusted and integrated agent of change for your team, the retail function, and the organization. Embrace and champion technology that provides employees with high tech and high touch solutions to more efficiently serve Indigo's customers. Champion equitable access to information across all roles in the field (CER to GM), ensuring clari

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