General Manager

About Indigo

Indigo offers a unique blend of physical and digital experiences inspired by books, lifestyle products, and the creativity of passionate individuals. Our brand centers on fostering joyful discovery, connection, and a commitment to kindness, environmental care, and storytelling that unites people.

Guiding Principles

• Recruit and retain top talent, promoting excellence throughout the organization.
• Focus intensely on customer satisfaction.
• Leverage data-driven, systemic, and entrepreneurial approaches.
• Commit to creating genuine shared value.
• Embrace human-centric solutions augmented by AI capabilities.
• Care deeply about our people, communities, and environment.

Role Overview

The General Manager is responsible for translating Indigo's strategic priorities into effective, community-tailored store operations. This includes enhancing brand affinity and creating excellent customer experiences that drive sales, loyalty, and profitability. The role emphasizes systematic process improvement across various operational areas including merchandising, scheduling, loss prevention, and talent development.

Key Responsibilities

• Implement Indigo’s strategy at the store level by setting clear objectives, fostering disciplined execution, and achieving measurable outcomes.
• Proactively identify and overcome obstacles, collaborating with cross-functional teams to maintain operational consistency.
• Champion outstanding customer service by actively coaching staff in alignment with Indigo’s READ model and sales leadership practices.
• Develop authentic community connections through localized book selections, curated events, and local social media engagement to boost relevance and brand loyalty.
• Maintain brand standards using disciplined visual merchandising and the Visual Merchandising Audit process to enhance customer experience.
• Use ongoing performance metrics to coach teams, enforce accountability, and drive continuous store improvements.
• Manage labor scheduling effectively to balance customer service quality with operational productivity.
• Drive store profitability through resource management, inventory shrinkage control, and effective loss prevention strategies.
• Apply strong business insight to identify opportunities and act decisively to improve store performance.
• Define clear roles and expectations aligned with organizational structures, promoting accountability and a RACI-like model.
• Recruit, onboard, develop, and retain a high-performing leadership and customer experience team.
• Conduct talent reviews, succession planning, and promote advancement opportunities for high-potential employees.
• Address performance, conduct, and morale issues promptly and values-consistently.
• Foster employee engagement and a collaborative, inclusive workplace culture.
• Maintain compliance with health and safety regulations to protect employees and customers.
• Model Indigo’s core values daily, encouraging a positive, accountable, and high-achieving team environment.

Performance Metrics

• Customer Net Promoter Score (NPS)
• Net sales and profitability
• Loyalty program acquisition (Plum and email)
• Performance on Key Process Scorecards
• Employee engagement scores

Qualifications

• Over six years of progressive leadership experience in specialty retail or multi-location operations, including managing leaders and strong teams.
• College degree preferred or an equivalent blend of education and relevant experience.
• Proven ability to cultivate a customer-first culture, boosting employee and customer engagement and loyalty while driving business success.
• Adaptable and composed leader capable of steering teams through change with a growth mindset and fostering collaboration and accountability.
• Strong business acumen for translating company goals into actionable store-level plans and measurable results.
• Tech-savvy and data-oriented with the capacity to analyze reports and integrate insights into daily store operations.
• Systems thinker, linking customer experience, merchandising, scheduling, loss prevention, and talent development to store success.
• Skilled in clear communication and problem resolution, including complex customer and employee issues.
• Operationally disciplined, capable of managing priorities efficiently in a fast-paced setting.
• Sound judgment in employee relations, able to manage issues fairly and constructively.
• Alignment with Indigo’s values and a passion for delivering meaningful customer and employee experiences.
• Willingness to work flexible hours including evenings, weekends, and holidays.
• Capable of standing and moving on the floor for extended durations and safely handling moderately heavy items up to 40 lbs.
• Bilingualism (French/English) required for roles located in Quebec.

Additional Information

Indigo incorporates AI tools to enhance recruitment processes, while ensuring human oversight to maintain fairness and compliance with employment laws. We are committed to diversity, equity, inclusion, and accessibility, welcoming candidates from diverse backgrounds and providing accommodations as needed. Candidate privacy is respected throughout the hiring process.