Company Description
WHO WE ARE
Indigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. We believe in real books, living life fully and generously, being kind to each other and to the environment, and that stories — big and little — connect us. Indigo is our customer's happy place — for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place.
OUR GUIDING PRINCIPLES
Our Mission is to inspire reading and enrich the lives of booklovers. As such, we believe in the power of people and their stories. We aim to attract top talent, nurture the potential of our employees, and create space for everyone to thrive. Our Guiding Principles are the few key ideas that are meant to influence everything we do, every day.
- We Will Hire, Inspire, Promote and Retain the Best
- We Will Be Customer Centric
- We Will Be Entrepreneurial
- We Will Be Committed to Caring About Each Other, Our Communities, and Our Environment
- We Will Be Committed to True and Shared Value Creation
- We Will Be Systems Thinking, Data Driven and AI enabled
Job Description
MISSION
The Facilities mission is to deliver seamless facilities support to our Retail Store Teams. We manage services and complete repairs, projects, and rollouts quickly and efficiently, balancing budgets and cross-functional priorities. Our focus is to ensure the best possible employee and customer experience with minimal business disruption. Retail is our core business, and we approach every interaction with that in mind.
KEY PERFORMANCE METRICS
- Facilities Help Ticket service level targets
- Adherence to annual budgets
- Invoice reconciliation
KEY ACCOUNTABILITIES
Functional
- Manage all Help Tickets for assigned stores or service specialties within appropriate time frames
- Communicate schedules, updates and resolutions to store leadership teams
- Coordinate the contracting and completion of all Facilities work in assigned stores or service concentrations
- Measure and report on contractor or vendor performance according to Indigo’s expectations for service quality and vendor specific KPIs
- Ensure timely auditing and payment of all Facilities related invoices
- Ensure compliance with Provincial and Federal health & safety legislation
- Create and audit maintenance plans for all new and renovated stores
- Coordinate with property managers and landlords as required
- Perform urgent, time sensitive on-call rotational support within required time fames
- Explore and stay abreast of cost saving and energy saving initiatives for better overall efficiencies
- Proactively identify and anticipate store needs to develop preventative maintenance programs
- Challenge the status quo by consistently identifying areas for improvement
- Other duties as assigned
People
- Develop and maintain excellent relationships with store leadership teams
- Develop and maintain excellent relationships with cross functional partners
- Act as an advocate for our customers by placing them at the forefront of all decision-making processes
- Collaborate with others to drive flexible and iterative solutions.
- 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
Cultural
- Model Indigo’s beliefs and convey a positive image in everything you do
- Celebrate diversity of thought and demonstrate an open mindset
- Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes
- Embrace, champion, and influence change through your team and/or the organization
- Work as part of a team, in an open honest environment
- Be open to feedback, coaching and support
- Collaborate with others
SCOPE
Reports to: Senior Manager Facilities & Retail Services
KEY RELATIONSHIPS
Internal:
Team members from
- Facilities (primary)
- Construction
- Finance/Accounting
- Loss Prevention
- Real Estate
- Regional Directors
- Retail Operations
- Store Design
- Store Leadership Teams
- Sustainability
- Visual Merchandising
External:
- Maintenance vendors
- Property managers and landlords
- Utility companies
Qualifications
Work Experience / Education / Certifications
- Minimum five years of retail experience or of supporting retail
- Sound knowledge of facility maintenance and repairs
- Working knowledge of principles and practices of project management
- Experience in expense and budget management
- Sound knowledge of health, safety and environmental regulations
- Proven experience with vendor collaboration
- Skilled with Microsoft 365
- Experienced in facilities ticket and invoicing software
Competencies / Skills / Attributes
- Excellent verbal and written communicator
- Analytical and agile decision maker
- Tenacious problem solver
- Retail Centric
- Able to manage multiple priorities and identify urgencies
- Independently motivated
- Takes ownership and responsibility
Other (travel, Bilingual, etc.)
- Minimal travel to Indigo stores and Home Office
- Bilingual in French and English an asset
- Ability to work nights and weekends as required during rotational on-call assignments
Additional Information
Indigo uses artificial intelligence (AI) tools to assist with certain aspects of the hiring process, such as screening and assessments. These tools support our team but do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination.
At Indigo, Diversity, Equity, Inclusion, and Accessibility are core to our values. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Colour), members of the 2SLGBTQIA+ community, and persons with disabilities. If you require an accommodation during the recruitment process, please contact Human Resources at talent@indigo.ca.
We respect your privacy throughout the recruitment process. Our Candidate Privacy Notice explains how we collect, use, and protect your personal information when you apply for a role with Indigo, and the choices available to you.
This posting is for a current opportunity within Indigo.