CUSTOMER EXPERIENCE MANAGER

The Home Depot; Owings Mills (MD); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading home improvement retailer is seeking a Customer Experience Manager to oversee store standards, enhance customer service, and manage operational processes. This role involves coaching associates, ensuring safety compliance, and leading store culture. The ideal candidate will have strong leadership skills and experience in customer service.

Qualifications

• Minimum 1 year of experience required.
• Must be 18+ years old and eligible to work in the US.

Responsibilities

• Drive customer service and engagement, coach associates.
• Enforce safety policies and complete safety training.
• Lead store meetings and perform Manager on Duty duties.

Skills

Customer Service

Coaching

Safety Awareness

Team Building

Engagement

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. CXMs manage activities to ensure safe opening and closing procedures, coach associates, handle customer escalations, and perform Manager on Duty (MOD) responsibilities. They teach, coach, and train associates on company policies, ensuring safety and efficiency. CXMs communicate priorities, ensure daily tasks are completed, and keep the store running smoothly. They may be the sole manager available at times, making business and staff decisions in partnership with other resources following SOPs. They also provide performance feedback to Store Managers and participate in the hiring process. All associates share the responsibility of maintaining a safe working environment and adhering to safety policies.

Key Responsibilities

1. Customer Service / Experience (25%): Drive customer service and engagement, coach associates, lead store culture, resolve customer issues promptly, and monitor checkout flow.
2. People (25%): Provide coaching, recognize performance, review sales and safety classes, ensure training completion, participate in hiring, and communicate store standards.
3. Safety (25%): Enforce safety policies, complete safety training, guide proper PPE use, correct hazards, and recognize safe behaviors.
4. Shared Manager On Duty (25%): Lead store meetings, ensure readiness, perform MOD duties, communicate priorities, and verify operational tasks are completed.

Additional Details

• Reports to: Store Manager
• Direct Reports: 0
• Travel: None required
• Physical Requirements: Standing, walking, lifting up to 20 pounds
• Working Conditions: Indoor, generally comfortable
• Minimum Qualifications: 18+ years old, eligible to work in the US
• Minimum Experience: 1 year
• Education: High school diploma or GED
• Competencies: Action Oriented, Directs Work, Builds Effective Teams, Drives Engagement