Customer Experience Manager

The Home Depot; Cold Spring (KY); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to join their leadership team. In this pivotal role, you will oversee store standards, enhance customer service, and ensure operational excellence. You'll coach and train associates, handle escalated customer concerns, and maintain a safe working environment. This position is ideal for someone passionate about driving engagement and fostering a positive customer experience. If you're ready to make a significant impact in a dynamic retail environment, this opportunity is perfect for you.

Qualifications

• Must be 18+ years old and eligible to work in the U.S.
• 1 year of experience in a similar role.

Responsibilities

• Drive customer service and engagement; coach associates.
• Enforce safety policies and ensure compliance.
• Lead store opening/closing and perform MOD tasks.

Skills

Customer Service

Coaching

Safety Compliance

Operational Processes

Team Leadership

Education

High School Diploma or GED

Job description

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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 store opening and closing, coach associates, handle customer escalations, and perform Manager on Duty (MOD) responsibilities. CXMs teach, coach, and train associates on policies and safety, communicate priorities, ensure daily tasks are completed, and keep the store operational. They may be the only manager present at times, making business and personnel decisions following SOPs. CXMs provide input on associate performance and participate in the hiring process, maintaining a safe working environment in compliance with safety policies.

Key Responsibilities

1. Customer Service / Experience (25%): Drive customer service and engagement; coach associates; lead the GET culture; recognize and improve customer interactions; resolve customer concerns promptly; monitor checkout flow.
2. People (25%): Provide coaching; participate in performance reviews and talent planning; recognize associates; review sales, shrink, safety, and merchandising standards; assist in hiring.
3. Safety (25%): Enforce safety policies; complete safety training; guide PPE use; correct hazards; ensure safety standards are met and recognized.
4. Shared Manager On Duty (25%): Lead store opening/closing; communicate priorities; perform MOD tasks; ensure readiness; review upcoming events and store conditions.

Additional Details

• Reports to: Store Manager
• Direct Reports: None
• Travel: None required
• Physical Requirements: Standing, walking, lifting up to 20 pounds
• Working Conditions: Indoor, infrequent unpleasant conditions
• Minimum Qualifications: 18+ years old, eligible to work in the U.S., high school diploma/GED, 1 year of experience
• Preferred Qualifications: None
• Certifications: None required
• Core Competencies: Action Oriented, Directs Work, Builds Effective Teams, Drives Engagement