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Customer Operations Leader - OMNI Experience
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Indigo Books & MusicMississauga, Ontario, CanadaJob Description
The Customer Operations Leader - Omni Experience is responsible for leading the execution of work that contributes to the customer experience and omni sales results. They provide coaching and feedback to Customer Experience Representatives (CERs) on Indigo’s customer service model and on suggesting and selling Indigo’s products, promotions, and programs to our customers. They ensure our customers have a frictionless experience of the store’s omni and payment operations. They help influence a store culture that promotes employee engagement, growth, and development.
WHAT YOU'LL DO : Functional
- 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
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 [email protected] if you require an accommodation at any time during the recruitment process.
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