Customer Experience Leader / Store Experience Manager

Company Description

About Us

Indigo is a real and virtual place where books, ideas, and beautifully designed lifestyle products abound, and where the creative people who contribute to its success can be found. We believe in the importance of real books, living life fully and generously, being kind to each other and to the environment, and that stories – big and little – connect us. Indigo is our customer’s happy place – for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place.

Our Guiding Principles

Our Mission is to inspire reading and enrich the lives of booklovers. As such, we believe in the power of people and their stories. We aim to attract top talent, nurture the potential of our employees, and create space for everyone to thrive. Our Guiding Principles are the few key ideas that are meant to influence everything we do, every day.

• We Will Hire, Inspire, Promote and Retain the Best – A’s Hire A’s.
• We Will be Customer Centric.
• We Will Be Data Driven – System Thinking – Entrepreneurial.
• We are Committed to True and Shared Value Creation.
• We Will be Human-Centered and AI Enabled.
• We are Committed to Caring About Each Other, Our Communities, Our Environment.

The Store Experience Manager leads the execution of Indigo’s customer-focused priorities, ensuring the store delivers a locally relevant, customer-centric experience that drives sales, engagement, loyalty, and profitability.

By adopting a customer-centric approach, the Store Experience Manager brings the Indigo Experience and R.E.A.D., Indigo’s recommendation model, to life on the sales floor, at the checkout, and across the store’s digital touchpoints. They also contribute to increasing Indigo’s brand awareness and affinity through social media, promotions, and event execution.

The Store Experience Manager leads the execution of all customer-facing programs and the achievement of their associated results. They set the example and provide leadership to create a highly performing, customer-centric environment where team members develop their skills, contribute to team success, and bring the Indigo brand to life through tangible business results.

Key Performance Indicators

• Customer Recommendation Index (NPS)
• Net Sales and Profitability
• Loyalty (Plum Membership and Email Address Acquisition)
• Promotion Execution
• Store Engagement Index

Main Responsibilities – What the Job Entails

• Lead the execution of customer-focused priorities within the store, using customer, sales, and omnichannel activity data to optimize team deployment, deliver exceptional service, and drive customer engagement and sales performance.
• Ensure that the Indigo Experience and R.E.A.D. Customer Service Model are consistently applied through strong Sales Generation Leadership (SGL) practices, including active coaching and real-time feedback that reinforce service behaviors and customer engagement.
• Lead daily communications and sales meetings to reinforce commercial priorities, promotional activities, loyalty initiatives, customer opportunities, and service expectations.
• Coach and develop Customer Service Representatives (CSRs) to provide intuitive recommendations, create meaningful customer interactions, and deliver exceptional service experiences that drive loyalty and engagement.
• Support the execution of omnichannel activities, including curbside pickup orders, Manhattan order management, online order returns, customer issue resolution, and related interactions, to ensure a seamless and consistent customer experience.
• Lead the execution of customer-facing programs and initiatives, including Plum Membership acquisition and engagement, Indigo – Foundation for the Love of Reading, CEO Awards, employee choices, customer events, author signings, consignment programs, and store social media activities.
• Use customer data, customer voice feedback, and in-store observations to identify opportunities and contribute to improving customer satisfaction and overall service execution.
• Maintain customer service areas and checkout counters, and ensure the smooth operation of cash office processes, in accordance with cash handling procedures, operational controls, and company standards.
• Support store supply ordering and other customer-facing operational activities to ensure teams have the resources needed to deliver a consistent customer experience.
• Collaborate with Product Operations Managers to ensure alignment between customer experience, product availability, merchandising execution, and operational readiness.
• Support the Customer Experience Manager in achieving store objectives by identifying customer opportunities, flagging risks, and contributing to action plans aimed at improving execution and results.
• Continuously provide leadership and training on customer-focused behaviors to strengthen skills and accountability across the team.
• Ensure a safe and organized work environment, in compliance with all health and safety policies, procedures, and standards.
• Embrace and integrate Indigo’s Guiding Principles and values, fostering a positive, collaborative, and responsible team culture.
• Reports To: Customer Experience Manager
• Senior Manager: Chief Executive Officer
• Key Relationships

Internal

• Store Staff
• Store Leadership Team
• Online Customer Service Team
• Indigo – Foundation for the Love of Reading Team

External

• Customers
• Event Authors, Agents, and Suppliers participating in consignment programs
• Adopt a School program partners