Customer Experience Manager

With a career at The Home Depot, you can be yourself and also be part of something bigger.

Position Overview:

Customer Experience Managers (CXM) are members of the store leadership and management team, overseeing execution of store standards across the entire store, including customer service, department readiness, and operational processes. CXMs manage all activities required to ensure a safe opening and closing process. CXMs are accountable for delivery of customer service within the store by: coaching associates, and addressing customer service escalations. At times, CXMs may be the only Manager available and will be expected to make business and associate decisions in partnership with appropriate resources and following policies. CXMs will provide input to the Store Manager and Assistant Store Managers on Associates performance through ongoing performance management, and talent planning discussions. Although the CXM does not have direct reports, they will participate in the selection and hiring process as needed.

Key Responsibilities:

Customer Service

• Drive customer service and associate engagement; coach and train associates on proper customer service techniques and ensure team is providing the highest level of customer service.
• Assign, manage and direct associate’s work and duties to drive customer service results.
• Resolve customer escalations within the store and through Customer Care.
• Ensure store is prepared for high-volume periods.
• Monitor customer flow through checkouts and take action to ensure customers are receiving fast, friendly service.

People

• Provide in the moment direction, coaching and performance management based on observations and behavior. Conducts formal performance conversations and discipline on customer service matters.
• Use recognition tools to highlight associates demonstrating Home Depot’s core values.
• Identify and develop high potential associates for growth opportunities.
• Ensure adherence to work policies regarding safety and hold associates accountable for following all policies.

Manager on Duty

• Lead store kickoff meeting and walk each department to ensure store readiness. Communicate messages, priorities, and task to all associates.
• Responsible for Opening, Closing and MOD tasking as well as other whole store focus responsibilities; responsible for managing and directing day-to-day operations of the store.
• Ensure associates complete all store checklists in accordance with timing expectations. Provide feedback to associates and verify issue correction and preventive action in place.
• Ensure all equipment and machines are functioning properly.
• Review current and upcoming events and ads to determine if any action is required; partner with appropriate DS or ASM as required.

Competencies:

• Collaborates
• Communicates Effectively
• Customer Focus
• Decision Quality

Skills:

• Organizational skills
• Problem-solving skills
• Advanced communication skills

Direct Manager/Direct Reports:

• Store Manager

Travel Requirements:

• No travel requirements for this role

Physical Requirements:

• May involve bending, stooping, reaching, twisting, lifting, pushing, pulling, and moving merchandise and tools, climbing a ladder.
• May involve quickly responding to public address system announcements, including customer services calls, pages, and general information.
• Moving around the store and being able to communicate with and assist associates & customers.
• Operating a computer and other technology.
• Identifying and reading reports, tickets and UPC labels.

Hybrid Work:

• Dependent

Working Conditions:

• Working within a flexible schedule that may include evening and weekends.
• Warehouse environment that can be dusty and noisy.
• Doors are frequently open, causing drafts and interior temperature changes.

Minimum Education:

• Highschool Diploma or Equivalent

Minimum Years of Work Experience:

• 2 years of customer service experience an asset
• 1 to 2 years Retail or Trade experience an asset

Minimum Leadership Experience:

• At least one year of relevant work experience as a leader/supervisor

Certifications:

• NA

Other Requirements/Assets:

• Must be able to work a flexible schedule.

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