Customer Experience & Loyalty Strategy Lead

Floor & Decor; United States; On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Bonus opportunities

401k with company match

Employee Stock Purchase Plan

Paid vacation and holidays

Volunteer Time Off

Job summary

Floor & Decor is seeking a Manager, Customer Experience to lead the Voice of Customer strategy, NPS program, and Pro Loyalty execution across the enterprise. This role translates customer listening into actionable decisions that shape omnichannel transformation.

The ideal candidate brings 5-7+ years in CX, Loyalty or VOC, plus strong analytics, executive presence, and proven ability to influence across functions.

Qualifications

• 5-7+ years in Customer Experience, Loyalty, VOC, or Customer Insights roles, ideally in retail
• Bachelor's degree in Business, Marketing, Analytics, or related field
• Experienced in VOC and CX with strong operational focus
• Experience analyzing KPI and customer sentiment data to identify trends
• Ability to perform in high-volume, complex environment
• Strong executive presence with excellent communication and analytical skills
• Excellent customer service skills
• Ability to handle multiple tasks with urgency
• Self-starter and able to adapt to change with urgency

Responsibilities

• Owns the enterprise VOC strategy and software partner relationship
• Defines and governs feedback touchpoints and survey methodology across the customer journey
• Builds multi-year VOC roadmap aligned to business priorities
• Evaluates emerging technology solutions and customer listening trends
• Delivers executive-level NPS readouts and translates insights into strategic input for initiatives such as Loyalty and omnichannel roadmaps
• Partner with Stores and Contact Centers to implement closed-loop resolution

Job description

Floor & Decor is seeking a Manager, Customer Experience to lead the Voice of Customer strategy, NPS program, and Pro Loyalty execution across the enterprise. This role translates customer listening into actionable decisions that shape omnichannel transformation.

The ideal candidate brings 5-7+ years in CX, Loyalty or VOC, plus strong analytics, executive presence, and proven ability to influence across functions.