Customer Experience Manager-D54 Location to be Discussed

The Home Depot Canada; Airdrie; On-site; CAD 75,000 - 85,000; Full time

Job summary

A leading retail company is seeking a Customer Experience Manager in Airdrie, Alberta. This full-time role involves overseeing store operations, managing customer service, and coaching associates to maintain high standards. Ideal candidates should possess strong organizational and problem-solving skills. Competitive salary range is CAD 75,000 - CAD 85,000.

Qualifications

• Experience in customer service management.
• Ability to drive customer service and associate engagement.
• Proven track record of managing store readiness and operations.

Responsibilities

• Oversee execution of store standards across the entire store.
• Manage all activities ensuring a safe opening and closing process.
• Drive customer service and associate engagement.

Skills

Organizational skills

Problem-solving skills

Advanced communication skills

Job description

Customer Experience Manager-D54 Location to be Discussed

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Customer Experience Manager-D54 Location to be Discussed

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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

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Other

Industries

Retail

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