Customer Experience Manager

The Home Depot; Grand Rapids (MN); On-site; USD 47,000 - 64,500; Full time

Job summary

A leading home improvement retailer is looking for a Customer Experience Manager in Grand Rapids, Minnesota. In this role, you will drive high-quality customer service and engagement while coaching associates on operational standards and safety procedures. Ideal candidates will have at least one year of retail experience and a strong grasp of customer service principles. This position offers competitive pay ranging from $47,000 to $64,500 annually.

Qualifications

• Must be 18 years of age or older.
• Legally permitted to work in the United States.
• 1 year of retail management experience preferred.

Responsibilities

• Drive high-level customer service.
• Coach associates in service techniques.
• Ensure safety and compliance with procedures.
• Lead daily operational meetings.

Skills

Customer service coaching

Team leadership

Safety procedures adherence

Effective communication

Performance management

Education

High School Diploma or GED

Job description

1 month ago Be among the first 25 applicants

This range is provided by The Home Depot. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Overview

Base pay range

$47,000.00/yr - $64,500.00/yr

Req152637

Position Purpose

Customer Experience Managers (CXM) are members of the store leadership team that oversees execution of store standards across the entire store, including customer service, department readiness, and operational process. CXMs manage all activities required to ensure a safe opening and closing process. They coach associates, address customer service escalations, and perform Manager on Duty (MOD) responsibilities. This position will be expected to teach, coach and train associates on The Home Depot policies and procedures and ensure all associates are working in a safe manner all the time. CXMs will communicate priorities, ensure daily tasks are completed and keep the store running smoothly. 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 SOPs. CXMs will provide input to Store Manager and Assistant Store Managers on Associates performance through the ongoing performance management and talent planning discussions. Although the CXM does not have direct reports, they will participate in the selection process as needed. Each associate has the responsibility of providing a safe working environment by following all safety policies & standards, completing specified safety training, immediately correcting hazards & unsafe conditions, and working safely as to not endanger themselves, co-workers, vendors, or customers.

Responsibilities

• Customer Service / Experience – Drive customer service and associate engagement; coach associates on proper customer service techniques and ensure team is providing the highest level of customer service. Lead GET culture and set the example, observe customer interactions, recognize wins and coach on ways to improve. Ensure Customer concerns are solved effectively and take necessary actions to resolve situations promptly. Ensure all associates understand the impact of excellent customer service, in-stock, and store appearance. Recognize great customer service behaviors. Provide feedback on service standards. Monitor customer flow through checkouts and take action to ensure customers are receiving fast.
• People – Provide in the moment coaching based on observations and behavior. Partners with ASMs regarding formal performance conversations and discipline. Recognizes associates for demonstrating expectations. Use recognition tools (BRAVO / Homer) to highlight associates demonstrating values-based behaviors and productivity. Walk Top/Bottom Sales and Shrink classes in the store with associates, reviewing safety, on-shelf availability, and Store Appearance Standards. Review productivity tasks across store tasking platforms and conduct quality walks of recently completed tasks. Walk off-shelf merchandising locations; ensure areas are set according to MAP or regional direction. Ensure associates have completed training requirements of position. Give input to ASMs on associate performance and participate in talent planning for all hourly associates. Assist SM and ASMs with associate interview and hiring process. Approve and address missed punches, variances, schedule changes, receive "call outs," and communicate with ASMs and SM regarding follow-up actions. Communicate and ensure associates adhere to store standards. Adhere to all Company policies and procedures and holds associates accountable for the same.
• Safety – Ensure associates follow all safety and hazmat procedures and Safety Matters guidelines at all times. Complete specified safety training courses applicable to role and follow all prevention policies and procedures. Use Proper PPE (Personal Protective Equipment) and guide associates on proper use. Utilize proper lifting techniques and educate store associates on these practices. Obey the required safe distances around Lift Equipment and guide other associates on the correct policies. Adhere to work rules identified in Standard Operating Procedures and inform store associates on these rules. Immediately correct unsafe conditions and offer assistance to customers who are shopping in an unsafe manner; ensure that aisles and flooring surfaces are safe. Ensure associates complete all store checklist in accordance with timing expectations. Provide input to associates, verify issue correction, and preventative action in put in place. Recognize store associates for safe behavior.
• Shared Manager On Duty – Lead store kickoff meeting and walk each department to ensure store readiness. Communicate messages, priorities and tasks to all associates. Perform Opening, Closing and MOD tasking as well as other whole store focus responsibilities. Conduct hand-off walk with the prior MOD before their shift ends; identify areas for focus or follow-up. Validate daily store priorities with ASMs and SMs. Ensure associates complete all store checklists in accordance with timing expectations. Provide input to associates, verify issue correction, and preventative action is put in place. Make sure 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.

Qualifications

• Direct Manager/Direct Reports – This Position typically reports to Store Manager; This Position has 0 Direct Reports
• Travel Requirements – No travel required.
• Physical Requirements – Must continuously stand or walk or regularly requires lifting/handling/carrying material or equipment of moderate weight (8-20 pounds).
• Working Conditions – Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
• Minimum Qualifications – Must be eighteen years of age or older. Must be legally permitted to work in the United States.
• Minimum Education – The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
• Minimum Years Of Work Experience – 1
• Competencies – Action Oriented; Directs Work; Builds Effective Teams; Drives Engagement

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