Customer Experience Manager – Reading, Lifestyle & Kids

In by Melissa

May 9, 2023
Lethbridge, Canada
  • Lethbridge


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Shift & schedule
Weekend availability
Company Description

Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 170 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.


We love books and all things beautiful
We are Canada’s Cultural Department Store
Books are our heart and our soul and Great Books are JUST the Beginning…

We play by the following rules:
We exist to add joy to our customers’ lives each and every time they interact with us and our products
Our job is to create joyful moments for our customers
We treat each other the way we’d treat a valued friend
We inspire each other to do our best work
We seek to ignite creativity and innovation every day
We give back to the communities in which we operate
Job Description

You support the leadership team to cultivate an environment that promotes authentic best-in-class employee and customer experiences and are guided by our culture and our mission of adding joy. Your role as a Customer Experience Manager for Reading, Lifestyle and Kids is one of collaboration, innovation, inspiration, support, and coaching and in doing so; you help to sustain a high performing culture. You consistently role model the Indigo Beliefs and are a leader that sets examples for your team to follow
You share your passion for books, culture, toys and games, art and design with your team and customers.


Support and empower a team of Customer Experience Representatives to make decisions, creating a highly engaged and high performing team.
Recruit and develop a high-performing team that is accountable for creating a best-in-class employee experience
Work with the General Manager/ Associate General Manager to develop internal talent; building a bench for future store needs.
Unlock full potential of employees by providing consistent feedback
Own self-development and provides continuous feedback to General Manager/Associate General Manager
Role model Indigo’s High Performance Characteristics
Represent Indigo as a brand ambassador, bringing to life Indigo’s mission of creating joy
Promote a Story Telling culture fulfilling our goal to enrich the lives of our customers.
Cultivate an environment of trust where the opinions, voices, and well-being of employees are valued, enabling people to bring their best selves to work
Inspire a customer-centric culture in stores bringing to life Indigo’s mission of creating joy and enriching lives
Foster an environment where everyone knows their health and safety is a top priority and where everyone actively participates in ensuring the health and safety of each other and our customers
Respond to customer feedback in a timely manner ensuring that the customer remains a top priority
Align with General Manager/Associate General Manager on goals and objectives for fiscal year
Ensure teams drive best-in-class employee engagement and net promoter scores
Consistently meet and exceed sales plans
Communicate scheduling needs to the TEAM Primary User to ensure CER schedules are fully optimized to drive sales and productivity
Support the General Manager/Associate General Manager in effectively managing budgets and cost centres, driving positive Store Profitability
Actively engage in community-based marketing and events to grow sales and strengthen community ties
Launch and evaluate new programs and initiatives that impact business performance


2 + year of management or leadership experience with demonstrable skills and success in leading and developing others
Experience in retail or the services sector
Proven track record of achieving sales and performance targets
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 Québec
Additional Information

At Indigo, we are committed to our communities, our customers, and each other; together we can make a positive impact. We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. We are driven to be an equitable employer, which highly values your diverse backgrounds, experiences, and perspectives. We believe that you, in all your uniqueness, belong at Indigo. We welcome all applicants and encourage applications from individuals who identify as Black, Indigenous, a person of colour, LGBTQ2+ and people with disabilities. Accommodations are available upon request to individuals who self-identify as having a disability or special need. Please contact Human Resources at if you require an accommodation at any time during the recruitment process.


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