Company DescriptionDedicated 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 170 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.WHO WE AREWe love books and all things beautifulWe are Canada’s Cultural Department StoreBooks are our heart and our soul and Great Books are JUST the Beginning…We play by the following rules:We exist to add joy to our customers’ lives each and every time they interact with us and our productsOur job is to create joyful moments for our customersWe treat each other the way we’d treat a valued friendWe inspire each other to do our best workWe seek to ignite creativity and innovation every dayWe give back to the communities in which we operateJob DescriptionThe Specialist for Retail Technology, Retail Operations, is accountable for supporting Indigo’s strategic objectives by driving operational excellence in their area of subject matter expertise: retail technology and systems. Deliverables include but are not limited to training and communication, system implementation and administration, and process design. By creating a strong operational foundation, the Specialist Retail Operations will allow stores to achieve and exceed productivity targets, freeing up more time to execute customer experience strategy, growing store profitability while increasing customer satisfaction.KEY PERFORMANCE METRICSCompletion of projects/tasks within a specified timeframe, scope and budgetInternal audit accuracyIndigo Help Service Level Agreements (SLAs)Retail labour and expense budgetsNet Promoter Score, Customer SatisfactionKEY ACCOUNTABILITIESFunctionalSupport the drive for a customer-centric culture within stores and the home office by consistently modelling customer-centric behaviourContribute to the following Retail Operations functions, communications and projects associated with the following systems and processes:Store Pickup and omnichannel business, and related technologyPoint-of-Sale/Mobile Point-of-Sale (including project work, auditing and store-facing documentation)Store technology support (including Mobile Tasking, Retail Applications and Kiosk)Store ticketingQuality assurance testingSeek out and communicate continuous improvement opportunities in all operational functions within the area of responsibility.Drive all Retail Operations functions and communications, with the strategic support of the Director and Vice President, regarding key cross-functional Retail Operations and eCommerce projects.Ensure the successful roll-out of key projects, troubleshooting and executing process redesign as needed to improve workflow and the internal/external customer experience.Provide best-in-class support to internal and external customers, supporting the field through meeting the Indigo Help Service Level Agreement.Develop and implement sustainment plans to ensure the long-term success of key strategic projects.Act as an advocate for the customer by placing them at the forefront of all design and decision-making processes.Proactively identify and anticipate customer expectations and needsEmbrace and seek out technology that creates high-tech and high-touch solutions for Indigo’s customersChallenge the status quo and consistently identify areas for improvement, diagnose issues and work to resolve themPeopleCollaborate with others to drive flexible and iterative solutions, quickly and easilyShare technical knowledge with others and actively seek to learn from those more knowledgeable than yourselfHelp others see the impacts of their efforts and proactively engage other functions to get inputEncourage others to freely share their point of view and be open to feedbackCulturalModel Indigo’s beliefs and convey a positive image in everything you doCelebrate the diversity of thought and have an open mindsetTake an active role in fostering a culture of continual learning, taking risks without the fear of making mistakesEmbrace, champion, and influence change through your team and/or the organizationSCOPEReports to: Director, Retail Operations & ProfitabilityKEY RELATIONSHIPSInternal:Retail Experience & CommunicationsField Retail teams and leadershipIndigo DigitalITLoss PreventionService DeskOnline OperationsFinanceExternal:Vendors and SuppliersQualificationsWork Experience / Education / CertificationsMinimum 2 years’ retail experienceCompetencies / Skills / AttributesStrong operational backgroundThorough understanding of at least one retail Point-of-Sale systemExtensive hands-on experience with buy online pickup in-store processesAdvanced knowledge of Excel and PowerPointStrong written and verbal communications skills, with a customer centric approachAnalytical and problem-solving skillsExcellent time management skills and ability to adjust priorities as directedCreative, enthusiastic, flexible, adapts to changeStrong team player, able to collaborate effectively with cross-functional teams to achieve organizational goalsKnowledge of Quality Assurance/User Acceptance Testing methodologies and practices an assetAdditional InformationAt 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. WELCOME HOME
