Chapters Employment – Customer Experience Manager

Website Chapters

Job Description:

Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 150 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.

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 for Operations and Merchandising 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 are the SME for all operational processes and productivity and lead visual merchandising standards for the entire store.


Job Responsibilities:

  • Unlock full potential of employees by providing consistent feedback
  • Represent Indigo as a brand ambassador, bringing to life Indigo’s mission of creating joy
  • Guide the Tasking team to ensure the timely placement of product on the sales floor
  • Own self-development and provides continuous feedback to General Manager/Associate General Manager
  • Support the General Manager/Associate General Manager in effectively managing budgets and cost centres, driving positive Store Profitability
  • Role model Indigo’s High Performance Characteristics
  • Lead inventory management processes
  • Bring the Indigo brand to life to drive sales while maintaining visual standards
  • Lead Operational excellence by using the Weekly Workflow Planner, ensuring 5S standards and ensuring execution of Indigo’s inbound and outbound processes
  • Launch and evaluate new programs and initiatives that impact business performance
  • Consistently meet and exceed sales plans
  • Align with General Manager/Associate General Manager on goals and objectives for fiscal year
  • Actively engage in community-based marketing and events to grow sales and strengthen community ties
  • 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
  • Work with the General Manager/ Associate General Manager to develop internal talent; building a bench for future store needs.
  • Oversee inventory cycle counts, replenishing stock, managing product returns, shelving products, and receiving and processing incoming store merchandise
  • 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
  • Use reports and on-hand inventory to make meaningful merchandising decisions
  • Ensure the timely placement of product on the sales floor and maintains visual merchandising standards to enhance the customer experience
  • Ensure teams drive best-in-class employee engagement and net promoter scores
  • Promote a Story Telling culture fulfilling our goal to enrich the lives of our customers
  • Respond to customer feedback in a timely manner ensuring that the customer remains a top priority

Job Requirements:

  • Proven track record of achieving sales and performance targets
  • Ability to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques
  • 5 + year of management or leadership experience with demonstrable skills and success in leading and developing others
  • Experience in retail or the services sector
  • Ability to be mobile on the sales floor for extended periods of time
  • Experience and aptitude for understanding product flow and inventory systems
  • Availability to work a flexible schedule, including evenings, weekends and holidays

Job Details:

Company: Chapters

Vacancy Type:  Full Time

Job Location: Vancouver, CA

Application Deadline: N/A


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