Customer Experience Manager-Calgary Market (Location TBD)

The Home Depot Canada; Calgary; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading company in the retail sector seeks a Customer Experience Manager for their Calgary Market. This role oversees customer service quality and department readiness, and requires strong leadership skills to guide associates. Candidates should have relevant customer service and leadership experience to succeed in the dynamic retail environment.

Qualifications

• 2 years of customer service experience an asset.
• 1 to 2 years Retail or Trade experience an asset.
• At least one year of relevant work experience as a leader/supervisor.

Responsibilities

• Drive customer service and associate engagement; coach and train associates.
• Manage day-to-day operations of the store.
• Resolve customer escalations within the store.

Skills

Organizational skills

Problem-solving skills

Advanced communication skills

Education

High School Diploma or Equivalent

Job description

Customer Experience Manager-Calgary Market (Location TBD)

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Customer Experience Manager-Calgary Market (Location TBD)

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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.

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Retail

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