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 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 all things electronic with your team and customers.
WHAT YOU’LL DO
- 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
- Own and champion Indigo’s customer loyalty and Love of Reading programs
- 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
- Ensures teams drive best-in-class employee engagement and net promoter scores
- Consistently meet and exceed sales plans
- Support the General Manager/Associate General Manager in effectively managing budgets and cost centres, driving positive Store Profitability
- Actively engages in community-based marketing and events to grow sales and strengthen community ties
- Launch and evaluate new programs and initiatives that impact business performance
- Responsible for meeting Expense budgets including service stock, office supplies
- Oversee scheduling requests and weekly schedule revisions (TEAM) and ensures all schedules are fully optimized to drive sales and productivity
- Key Liaison and Leader for Loss Prevention and Health & Safety programs