Regional Manager, Loss Prevention

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 ARE

• We love books and all things beautiful
• We are Canada's Cultural Department Store
• Books 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 products
• Our job is to create joyful moments for our customers
• We treat each other the way we'd treat a valued friend
• We inspire each other to do our best work
• We seek to ignite creativity and innovation every day
• We give back to the communities in which we operate

The 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 METRICS

Regional profitability targets, measured through shrink results, EBITDA, and other key LP metrics

KEY ACCOUNTABILITIES

Functional

• Effectively 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 person
• Analyze 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 improvements
• Investigate suspicious customer and/or employee activity
• Following all provincial standards, lead investigations of internal and external theft and fraud; including conducting interviews and consulting with local authorities when appropriate
• Ensure the completion of team deliverables and set/adhere to team budgets, as applicable
• Partner effectively with internal business partners to address loss mitigation, physical security considerations, potential and actual workplace violence incidents per policy
• Support stores through external audit process as required
• Serve as the loss prevention subject matter expert and effectively partner with internal business partners in evaluating current and future security services, processes, and initiatives
• Oversee the installation and/or maintenance of store security equipment such as security tags, surveillance cameras, and electronic security devices.
• Provide timely Incident response follow-up and case management
• Understand the impact to 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 processes

• Proactively identify and anticipate customer expectations and needs
• Embrace and seek out technology that creates high tech and high touch solutions for Indigo's customers
• Challenge the status quo and consistently identify areas for improvement, diagnose issues and working to resolve them
• Stay current in functional expertise
• Other duties as may be assigned

People

• Has the ability to see the total organization with an integrated perspective

• Develop positive and productive peer relationships
• Work in a collaborative and constructive manner with team and cross functional partners
• Bring out the best in others, empower and constructively stretch talent
• Collaborate with others to drive flexible solutions, quickly and easily
• 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
• Encourage others to freely share their point of view and be open to feedback

Cultural

• Understand/demonstrate in a manner that promotes, and is aligned with, Indigo's Mission, Vision, Beliefs
• As a leader, hold others accountable in maintaining the integrity of Indigo's culture
• Model Indigo's beliefs and convey a positive image in everything you do
• Celebrate diversity of thought and have 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

SCOPE

Reports to: National Manager, Loss Prevention

KEY RELATIONSHIPS

Internal:

• Store Field Regional Directors
• Store Leadership
• Logistics
• Finance
• Internal Merchants
• Facilities
• HR
• Visual Merchandisers
• Health and Safety

External:

• Police Agencies
• Industry Peers
• Equipment Vendors

• Minimum of 5 years of multi-unit loss prevention experience at the supervisory level
• Post-secondary education and Private Security Professional (PSP) certification is an asset
• Investigation and Interview experience (Wicklander certified)
• Proven history of providing elevated levels of customer care and service, effective leadership, conflict resolution, and valuing diversity

Competencies / Skills / Attributes

• Excellent people skills supporting a team environment
• Excellent English communication skills - verbal and written
• Ability to recognize and react to changing work demands
• Strong ability to provide quality customer service and maintain a high standard of service
• Experience in fostering a team atmosphere and work well within the confines of a team
• Ability to manage typical and crisis situations efficiently and effectively
• Effective organizational skills and diligence
• Ability to work in a collaborative management environment with the ability to work independently
• Strong time management skills required with the ability to perform multiple tasks/projects simultaneously
• 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 required

Other (travel, Bilingual, etc.)

• Travel between store locations and Corporate Offices is required

At Indigo, we are committed to our communities, our 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, which 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 contact Human Resources at Support-HR@indigo.ca if you require an accommodation at any time during the recruitment process.

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