HAILEY TOEWS

Experienced people leader with over 10 years of experience in customer service and management, dedicated to developing talent and generating results. Known for genuine care of employees development and professional growth, creating a motivated and engaged team. Excellent communication skills to build connections from all levels of the organization and support business needs. Agile problem-solver, adapting to environment and working through solutions to better drive business and results.

General Manager, Indigo Books & Music

• Responsible for leading a project team of selected leaders to create a structure plan for bi-weekly leadership calls. Lead to creation of a regional call schedule, agenda template, facilitation guide, and guiding principles document. Successfully lead the roll out for the region of 17 stores including various levels of leadership. The calls garnered high engagement and participation, fostering connections and building relationships across stores.
• Developed a regional Guiding Principles document to set standards for conduct between all levels of leadership within the region. Sourced feedback and data directly from leadership teams and partnered with Regional Director. These principles serve as a moral compass and a framework for making choices in alignment with the desired values of the region. Currently utilized in 17 stores.
• Partnered with external leadership to develop a Regional Director document to be used by 17 stores within the region. Supporting the Regional Director and stores by creating essential meeting structure and effective time management.
• Lead the store team to participate in the company's first ever Employee Resource Groups. The store had a 60% participation rate with employees committing to contribute in groups such as Black Voices, Asian Voices, and LGBTQIA2S+ Voices.
• Provided the store team with resources regarding DE&I and implemented initiatives to educate customers on issues around minority groups. These initiatives started before Home Office took action and implemented resources in stores.
• Lead a team through the COVID-19 crisis, providing support, resources, and empathy while managing the health and safety of employees and customers. Provided the team with de-escalation training and tools to empower decision making and maintain a safe environment.

Chilliwack Pride Festival 2019, 2021, and 2023 (upcoming)

• Set up and managed the pride event booth.
• Promoted awareness about LGBTQ2S rights and acceptance by engaging in insightful conversations with visitors, encouraging empathy and understanding.
• Worked closely with event organizers to coordinate vendors during event set up, ensuring a seamless and efficient process.
• Ensured compliance with safety regulations and venue guidelines to maintain a secure environment for vendors and attendees.