Customer Operations Leader - OMNI Experience (Contract)

Indigo

Aug 7, 2024

Applications are closed

Job
Full-time
Junior Level
Calgary

Requirements

1-2 years of experience in a customer service, merchandising or operations role
Demonstrated commitment to creating an exceptional employee and customer experience
Experience leading others
Knowledge of provincial health and safety standards
Performance orientated
Ability to exercise good business acumen and systemic thinking that supports meaningful decisions
Ability to prioritize, plan and execute while being agile
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

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
Embrace and champion technology that creates high tech and high touch solutions for Indigo’s customers
Execute inventory management processes and lead returns to ensure smooth and profitable omni customer experience
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
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

FAQs

What is the primary responsibility of the Customer Operations Leader - OMNI Experience?

The primary responsibility is to lead the execution of work that contributes to the customer experience and omni sales results, ensuring a frictionless experience in the store's omni and payment operations.

What qualifications are required for this position?

The position requires 1-2 years of experience in customer service, merchandising, or operations, a demonstrated commitment to employee and customer experience, experience leading others, and knowledge of provincial health and safety standards.

Is bilingualism required for this role?

Yes, bilingualism (French/English) is required for all positions in Québec.

What type of work schedule can I expect?

The work schedule is flexible, including evenings, weekends, and holidays.

Will I be responsible for coaching and providing feedback to other employees?

Yes, you will be responsible for coaching and providing feedback to Customer Experience Representatives (CERs) to help them deliver excellent customer service.

Is there a focus on employee engagement and development in this role?

Yes, the role emphasizes the importance of building a strong team culture, supporting employee engagement, growth, and development.

What types of technology will I need to embrace in this role?

You will need to embrace and champion technology that creates high-tech and high-touch solutions for customers and support the rollout and adoption of new technology.

Are there physical requirements for this position?

Yes, the role requires the ability to lift medium to large items, up to 40 pounds, using appropriate equipment and safety techniques, and to be mobile on the sales floor for extended periods.

How does Indigo view diversity and inclusion in the workplace?

Indigo is committed to fostering diversity and inclusion, valuing diverse backgrounds, experiences, and perspectives to create a joyful and welcoming environment for everyone.

What is the application process for this position?

Applicants can apply through Indigo's careers page, and accommodations are available upon request for individuals who self-identify as having a disability or special need.

Indigo

We are connected through our love of books, ideas, and helping each other and our customers live Life, on Purpose.

Retail & Consumer Goods

Industry

5001-10,000

Employees

1996

Founded Year

Mission & Purpose

Indigo is a Canadian retailer that specialises in books, gifts, toys, and lifestyle products. Their ultimate mission is to enrich the lives of their customers by inspiring and indulging their love of reading and creativity. The purpose of Indigo is to provide a curated selection of books and unique lifestyle products that promote wellness, creativity, and personal growth. They aim to create a welcoming and immersive shopping experience both online and in their physical stores, fostering a community of book lovers and supporting cultural enrichment through literary events and author engagements. Indigo seeks to be a destination where customers can discover new books, find thoughtful gifts, and explore products that enhance their everyday lives.