Indigo is a physical and digital destination that celebrates books and ideas. We seek a Director of Retail Experience and Communications to shape and execute a strategy that defines how retail initiatives are communicated, understood, and experienced across our store network. Job Description The Director, Retail Experience and Communications is a strategic partner to the business, translating priorities into clear, actionable direction while elevating the voice of the field and the customer. The role serves as a change agent, continuously improving communication frameworks, customer experience programs, and executional effectiveness. Key Accountabilities Define and evolve the retail communications and experience strategy, including frameworks, tools and operating models that enable execution excellence across stores. Own the end‑to‑end retail communications ecosystem, ensuring clarity, consistency and effectiveness across all channels (Employee Hub, SharePoint, internal platforms). Establish and enforce communication standards and best practices, reducing noise and supporting store focus. Translate enterprise initiatives into clear retail execution plans, ensuring alignment, timing and operational feasibility. Drive store adoption of customer experience standards and programs through effective communication, planning and tools. Lead the development and execution of large‑scale internal events, ensuring high‑quality content, logistics and engagement. Ensure all communications meet French language requirements and deliver high‑quality translation services. Lead, coach and develop a high‑performing team of communication specialists, fostering innovation, collaboration and agility. Model Indigo’s Guiding Principles and cultivate a customer‑centric culture that empowers employees and delivers joyful experiences. Act as a trusted, integrated agent of change for the retail function and the organization, championing technology and continuous improvement. Key Performance Metrics Employee Engagement Score (field and team) Net Promoter and CSAT Score Balanced Scorecard targets Sales plan and conversion metrics Indigo Help SLAs Project implementation surveys Qualifications Demonstrated experience in retail communications, with preference for exposure to retail operations in multi‑site, matrixed environments. 10+ years of people‑management and leadership experience. Post‑secondary education in Communications, Business or a related discipline. Intermediate proficiency with Microsoft Suite. Exceptional leadership ability to attract, retain and inspire talent. Strong collaborative skills in a high‑performance organization. Curious, creative and driven towards continuous improvement. Change leader who inspires innovation across teams and functions. Self‑starter, capable of operating with little supervision. Ability to build effective, cross‑functional relationships and influence outcomes. Customer obsessed and passionate about the retail employee experience. Minimum 4 days per week at the Indigo Home Office; 10% travel; bilingualism (English/French) an asset. Additional Information At Indigo, all applications submitted are reviewed in detail by our HR team. AI tools may be used for screening and assessment to support human judgment and prevent bias. We are committed to responsible, fair, and compliant AI use. At Indigo, Diversity, Equity, Inclusion and Accessibility are core to our values. We welcome applicants from all backgrounds, including BIPOC, 2SLGBTQIA+, persons with disabilities and bilingual candidates. If you require an accommodation during the recruitment process, please contact . This posting is for a current opportunity within Indigo. #J-18808-Ljbffr