Customer Operations Manager

The Customer Operations Manager is responsible for the customer experience and the stores omni sales results.  They lead a team to master Indigos service model and to suggest and sell Indigos products promotions and programs to our customers.  They are responsible for the stores 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.

WHAT YOULL DO : Functional

• Manage and motivate the team to provide excellent customer service and intuitive recommendations to our customers regarding Indigos 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 Indigos 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

Cultural

Qualifications : WHO YOU ARE :

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.

WELCOME HOME

Remote Work : No

Employment Type : Full-time

Key Skills

Six Sigma,Lean,Management Experience,Process Improvement,Microsoft Outlook,Analysis Skills,Warehouse Management System,Operations Management,Kaizen,Leadership Experience,Supervising Experience,Retail Management

Experience : years

Vacancy : 1