CUSTOMER EXPERIENCE MANAGER

The Home Depot; Carrollton (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading company in the retail sector is seeking a Customer Experience Manager to oversee store standards and ensure operational excellence. The role involves coaching staff, managing customer interactions, and enforcing safety procedures. Ideal candidates will have a high school diploma and at least one year of experience. Join a dynamic team focused on delivering exceptional customer service and maintaining a safe shopping environment.

Qualifications

• At least 1 year of experience required.
• Must be 18+ and legally permitted to work in the US.

Responsibilities

• Drive customer satisfaction and engagement.
• Coach staff and participate in performance reviews.
• Enforce safety policies and promote safe behaviors.

Skills

Customer Service

Coaching

Safety Management

Education

High school diploma or GED

Job description

Join to apply for the CUSTOMER EXPERIENCE MANAGER role at The Home Depot

Position Purpose

Customer Experience Managers (CXM) are members of the store leadership team responsible for overseeing store standards, including customer service, department readiness, and operational processes. They manage activities to ensure safe opening and closing procedures, coach associates, address customer escalations, and perform Manager on Duty (MOD) responsibilities. CXMs teach, coach, and train staff on company policies, ensuring safety and operational excellence. They communicate priorities, ensure task completion, and keep the store operational. In cases where they are the only manager, they make business and staff decisions in partnership with resources following SOPs. They also provide performance feedback to the Store Manager and ASM, participate in hiring processes, and uphold safety standards.

Key Responsibilities

1. Customer Service / Experience (25%): Drive customer satisfaction and engagement, coach associates, lead the GET culture, monitor customer interactions, and resolve concerns promptly.
2. People (25%): Coach staff, participate in performance reviews, recognize exemplary behaviors, review sales and safety standards, and assist in hiring processes.
3. Safety (25%): Enforce safety policies, complete safety training, use PPE, correct hazards, and promote safe behaviors among staff.
4. Shared Manager On Duty (25%): Lead store opening/closing, communicate priorities, perform MOD duties, and ensure store readiness for daily operations.

Additional Details

• Reports to: Store Manager
• Direct Reports: None
• Travel: None
• Physical Requirements: Standing, walking, lifting 8-20 pounds
• Working Conditions: Indoor, infrequent unpleasant conditions
• Minimum Qualifications: 18+, legally permitted to work in the US
• Education: High school diploma or GED
• Experience: At least 1 year
• Leadership Experience: Not required
• Certifications: None