Job Description
Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 170 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.WHO WE AREWe love books and all things beautifulWe are Canada’s Cultural Department StoreBooks are our heart and our soul and Great Books are JUST the Beginning…We play by the following rules:We exist to add joy to our customers’ lives each and every time they interact with us and our productsOur job is to create joyful moments for our customersWe treat each other the way we’d treat a valued friendWe inspire each other to do our best workWe seek to ignite creativity and innovation every dayWe give back to the communities in which we operateJob DescriptionThe Regional Loss Prevention Manager (RLPM) is a field position within the Loss Prevention department. The RLPM effectively promotes LP culture and awareness to support retail stores with their profitability targets. The incumbent is accountable for delivering loss control strategies, completing timely investigations, and building internal and external partnerships. This role oversees a geographical region of large and small-format stores across Eastern Canada and involves occasional travel.KEY PERFORMANCE METRICSRegional profitability targets, measured through shrink results, EBITDA, and other key LP metrics.KEY ACCOUNTABILITIESFunctionalEffectively partner in implementing Indigo’s Loss Prevention store training program and procedures strategy, including the delivery of appropriate educational curricula and awareness sessions.Ensure strong field presence is maintained through communication and regular connections with Regional Directors and store leadership, both online and in-personAnalyze store data/metrics to identify causes of inventory theft or shortages by process errors.Track, measure, and report on key performance indicators driving implemented performance improvementsInvestigate suspicious customer and/or employee activityFollowing all provincial standards, lead investigations of internal and external theft and fraud, including conducting interviews and consulting with local authorities when appropriateEnsure the completion of team deliverables and set/adhere to team budgets, as applicablePartner effectively with internal business partners to address loss mitigation, physical security considerations, and potential and actual workplace violence incidents per policySupport stores through external audit process as requiredServe as the loss prevention subject matter expert and effectively partner with internal business partners in evaluating current and future security services, processes, and initiativesOversee the installation and/or maintenance of store security equipment such as security tags, surveillance cameras, and electronic devices.Provide timely Incident response follow-up and case managementUnderstand the impact on Indigo of changing external environmental factors (competitive, regulatory, technical, etc.)Function as an advocate for the customer by placing them at the forefront of all design and decision-making processesProactively identify and anticipate customer expectations and needsEmbrace and seek out technology that creates high tech and high touch solutions for Indigo’s customersChallenge the status quo and consistently identify areas for improvement, diagnose issues and work to resolve themStay current in functional expertiseOther duties as may be assignedPeopleHas the ability to see the total organization with an integrated perspectiveDevelop positive and productive peer relationshipsWork in a collaborative and constructive manner with team and cross functional partnersBring out the best in others, empower and constructively stretch talentCollaborate with others to drive flexible solutions, quickly and easilyShare technical knowledge with others and actively seek to learn from those more knowledgeable than yourselfHelp others see the impacts of their efforts and proactively engage other functions to get inputEncourage others to freely share their point of view and be open to feedbackCulturalUnderstand/demonstrate in a manner that promotes and is aligned with Indigo's Mission, Vision, BeliefsAs a leader, hold others accountable in maintaining the integrity of Indigo's cultureModel Indigo’s beliefs and convey a positive image in everything you doCelebrate diversity of thought and have an open mindsetTake an active role in fostering a culture of continual learning, taking risks without the fear of making mistakesEmbrace, champion and influence change through your team and/or the organizationSCOPEReports to: National Manager, Loss PreventionKEY RELATIONSHIPSInternal:Store Field Regional DirectorsStore LeadershipLogisticsFinanceInternal MerchantsFacilitiesHRVisual MerchandisersHealth and SafetyExternal:Police AgenciesIndustry PeersEquipment VendorsQualificationsMinimum of 5 years of multi-unit loss prevention experience at the supervisory levelPost-secondary education and Private Security Professional (PSP) certification is an assetInvestigation and Interview experience (Wicklander certified)Proven history of providing elevated levels of customer care and service, effective leadership, conflict resolution, and valuing diversityCompetencies / Skills / AttributesExcellent people skills supporting a team environmentExcellent English communication skills – verbal and writtenAbility to recognize and react to changing work demandsStrong ability to provide quality customer service and maintain a high standard of serviceExperience in fostering a team atmosphere and work well within the confines of a teamAbility to manage crises efficiently and effectivelyEffective organizational skills and diligenceAbility to work in a collaborative management environment with the ability to work independentlyStrong time management skills and the ability to perform multiple tasks/projects simultaneously are required.Working knowledge of the Microsoft Suite of Office applications (Word, Excel, PowerPoint, etc.)Comfortable with learning new technology, as learning and using proprietary security software is requiredOther (travel, Bilingual, etc.)Travel between store locations and Corporate Offices is requiredAdditional informationAt Indigo, we are committed to our communities, 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 that 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 get in touch with Human Resources at Support-HR@indigo.ca if you require accommodation at any time during the recruitment process. WELCOME HOME