KEY RESPONSIBILITIES – what the work isLeads the day-to-day translation of Indigo's strategic priorities into focused, store-level execution, leveraging My Performance Scorecard process to align objectives, drive disciplined action, and deliver measurable results.Anticipates and mitigates risks to execution, identifying systemic barriers and influences cross-functional partners to enable consistent delivery of the intended customer, employee and operational experience.Ensures the Indigo Experience and R.E.A.D. customer service model are consistently brought to life through strong Sales Generation Leadership (SGL) practices, including active, in-the-moment coaching to reinforce behaviours, elevate execution, and drive customer engagement and results.Ensures consistent delivery of Indigo’s brand standards through disciplined visual merchandising execution, leveraging the VMA process to reinforce presentation, drive consistency, and enhance the customer experience.Drives effective and efficient store operations through regular review of operational performance, data and results, using insights to coach the team, reinforce accountability, and continuously improve execution and results.Owns the scheduling process, ensuring effective deployment of labour to deliver a consistent customer experience while optimizing productivity and operational efficiency.Delivers profitability through disciplined resource management and leadership of targeted shortage and shrink action plans, mitigating inventory risk while protecting sales and operational performance.Applies strong business acumen to identify opportunities, assess performance, and take action to improve store results.Recruits develops, and retains a high-performing store leadership and CER team through structured onboarding, coaching, and ongoing development.Leads talent review, calibration, and succession planning within the store, identifying high-potential employees and creating targeted development opportunities.Identifies and addresses performance, conduct, and engagement risks, taking appropriate action to maintain a strong, values-aligned team.Drives employee engagement through strong employee relations, meaningful action planning, and the creation of a collaborative, inclusive team environment.Ensures the health and safety of employees and customers, maintaining full compliance with all provincial policies, procedures, and standards.Models and embeds Indigo’s guiding principles and values, fostering a positive, accountable, and high-performance team culture.Reports to: General ManagerManager Once Removed: Regional DirectorKEY PERFORMANCE METRICSNet Promoter Score (NPS)Net sales and profitabilityEmployee engagement scoreOperational KPIsStore engagement scoreKEY RELATIONSHIPSInternal:Store employeesStore leadership teamRegional Human Resources ManagerRegional Loss Prevention ManagerRegional Visual Merchandising ManagerExternal:Customers
