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Vice President, Digital Operations & Customer Service

Indigo Books & Music

This is a Part-time position in Morriston, ON posted May 13, 2022.

Location field must contain ‘city, state’ or a zip code to perform a radius search (e.g., Denver, CO or 46122 ).

City and state must be separated by a comma followed by a space (e.g., Houston, TX ) Indigo Books & Music Vice President, Digital Operations & Customer Service Toronto , Canada Apply Now The Vice President, Digital Operations & Customer Service is accountable for leading the overall eCommerce customer experience as it relates to shipping and fulfillment and Indigo’s multi-channel customer service operations, delivering profitable revenue growth, long-term customer loyalty, and actionable business insights for Indigo.

This role will lead Indigo’s transformation of omnichannel shipping logistics and fulfillment to meet customer expectations around shipping speed, flexibility and experience.

The Vice President will lead the proactive identification of customer pain points and implement solutions that provide customers with access to best-in-class information, self-serve, and online support options.

Partnering effectively with senior leaders across our Digital, Retail, Supply Chain, IT, Procurement and Finance teams along with key external partners, the Vice President, Digital Operations & Customer Service leads a highly engaged customer-focused employee culture focused on continuous improvement that delivers Indigo’s strategic objectives.

WHAT YOU’LL DO: _ Strategic Develop, implement and continuously improve digital operations and customer service strategies, driving process improvement, margin and customer experience Develop and achieve key KPIs related to eCommerce shipping and fulfilment Oversee, implement and successfully maintain ship from store and other shipping related projects Support the successful, on-time, rollout of Indigo’s strategic initiatives across the company Support Indigo’s strategic direction through mid/long-term organizational planning (1–3-year horizon) Maintain a high level of strategic foresight by identifying ongoing customer pain points and areas of growth, adjusting departmental and team objectives accordingly Drive consistent profitable revenue growth for Indigo in the Business-to-Business market Functional /Digital operations:/ Develop best in class eCommerce fulfillment model, allow Indigo to meet customers’ expectations in terms of shipping options and experience, leveraging our store network as a key strategic advantage Continuously improve and innovate to deliver best in class eCommerce transactional communications to keep customers informed through every step of the customer journey Identify disruptive customer experience opportunities to keep ahead of the competition and look for new, innovative and fun ways to reach loyal customers Oversee product onboarding process to ensure accurate product data and seamless onboarding of products and vendors /Customer Service:/ Drive a best-in-class Customer Service experience through the integration of Indigo’s values and engagement tools across our internal employees and 3rd party Call Centre Build, implement and sustain a long-term Customer Service roadmap leveraging technologies that support greater customer self-help, simplified agent processes, ongoing engagement of retail teams and establishing Customer Service as a natural extension of Indigo Manage budget and ultimately reduce reliance on call centre while improving overall experience and enabling better self-serve and proactive messaging to reduce customer irritants /Corporate & Education Sales:/ Develop requirements, business case, and gain executive support for necessary investments to support a sustainable, high-growth Corporate (B2B) selling platform for Indigo Build a high-performing selling engine that establishes Indigo as the natural solution for easy, frictionless Book/Gift procurement for corporations, med/small businesses and educational institutions across North America Partner with finance, planning and merchant teams to establish an effective Corporate/ Education pricing model across Indigo’s product lines that ensures competitiveness while driving revenue and margin growth Drive rapid growth in corporate (B2B) and education sales, developing new customer relationships and partnering with Planning, Retail, Merchants, IT and Supply Chain /General:/ Establish and meet team budgets, while continuing to pursue opportunities to drive greater cost efficacy Ensure the execution of team deliverables and adapt team priorities based on changing needs Act as an advocate for the customer by placing them at the forefront of all design and decision-making processes Embrace and seek out technology that creates high tech and high touch solutions for Indigo’s customers Proactively identify and anticipate customer expectations and needs Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them People: Build strong teams by attracting and developing the best talent Bring out the best in others, empower and constructively stretch talent Give authentic feedback on performance and potential Ensure all team members understand where they stand and have clear performance objectives aligned with Indigo and department goals Accountable for the overall engagement, productivity, turnover and bench strength of the team Create and maintain of a talent succession plan across my organization Collaborate with others to drive flexible and iterative solutions, quickly and easily Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself Help others see the impacts of their efforts and proactively engage other functions to get input Encourage others to freely share their point of view and be open to feedback Cultural_ Model Indigo’s beliefs and convey a positive, optimistic image in everything you do Celebrate diversity of thought and have an open mindset Take an active role in fostering a culture of continual learning, taking considered risks without fear of making mistakes Embrace, champion and influence change across the organization _WHO YOU ARE: _ Masters (preferred) or bachelor’s degree in Business or a related finance discipline 10 years of progressive experience in top tier organizations in roles that required strong business acumen, customer focus, operational excellence and people leadership accountabilities Relentless appetite to develop and grow a business Ability to take a holistic view of the end-to-end customer experience, recognize improvement opportunities, and influence processes and resources to continually enhance the experience Proven organizational effectiveness: relationship-building skills to influence thinking and shape outcomes through professional credibility People leadership: ability to present a compelling vision for the future and motivate a diverse team of engaged employees to recognize their full potential to shape that vision into a rewarding reality, celebrating successes and learnings throughout.

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 1 (888) 881-3177 (toll free) or Support-HRindigo.ca if you require an accommodation at any time during the recruitment process.

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