Jobs at Chapters – Customer Experience Leader


Job 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 200 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.

Job Responsibilities:

The Customer Experience Leader works collaboratively with Store Leadership to inspire a customer-centric culture bringing to life Indigo’s mission while incorporating both physical and online channels to meet the customer needs. The Customer Experience Leader is responsible for the opening and closing of the store, the daily store operations, customer experience, maintaining visual standards and achieving or exceeding sales plans. They ensure the team is well informed about the products that Indigo carries, our promotions and programs. Talent in the role leads their own work and the planning and execution of the work they and the team are doing. This role is responsible for the facilities, maintenance, health and safety and loss prevention of the store on the shift they are leading.

The Customer Experience Leader lives and inspires Indigo’s High Performance Characteristics and leads a Story Telling culture. Talent in the role practices and role models Feedback and Coaching – The Indigo Way (including providing quick and meaningful feedback and asking good coaching questions on the fly), participates in talent calibration and contributes to talent management and acquisition activities. The Customer Experience Leader is expected to contribute to the development of CER talent. As a member of the Store’s Leadership Team, the Customer Experience Leader collaborates with others and works cross functionally while celebrating and role modelling diversity of thought and inclusion. Talent in the role cultivates an environment of trust where the opinions, voices, and well-being of employees are valued, enabling people to bring their best selves to work. The Customer Experience Leader embraces and role models change. As a member of the Store’s Leadership Team, the Customer Experience Leader fosters 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.

Job Requirements:

  • Minimum 25 Hours a week availability that includes evenings and weekends and could include early mornings and holidays
  • Experience leading others
  • Ability to prioritize, plan and execute while being agile
  • Ability to exercise good business acumen and systemic thinking that supports meaningful decisions
  • Performance orientated
  • Knowledge of Provincial Health & Safety standards
  • Demonstrated commitment to creating an exceptional employee and customer experience
  • Ability to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques
  • 1-2 years of experience in a customer service, merchandising or operations role

Job Details:

Company: Chapters

Vacancy Type:  Part Time

Job Location: St. Albert, CA

Application Deadline: N/A

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