Customer Experience Manager

The Home Depot; St. Louis (MO); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Experience Manager to lead store operations and enhance customer engagement. In this pivotal role, you'll be part of the store leadership team, responsible for executing store standards and ensuring a safe, efficient environment. You'll coach and train associates, resolve customer concerns, and manage daily operations, all while fostering a culture of excellence. If you're passionate about customer service and team leadership, this opportunity offers a chance to make a significant impact in a collaborative setting.

Qualifications

• 1+ year of work experience in a customer service role.
• Strong leadership skills and ability to coach associates.

Responsibilities

• Drive customer service and engagement; coach associates effectively.
• Enforce safety policies and maintain a safe working environment.

Skills

Customer Service

Coaching

Safety Enforcement

Team Leadership

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 part of the store leadership team responsible for executing store standards across the entire store, including customer service, department readiness, and operational processes. They manage activities to ensure safe opening and closing, coach associates, address customer escalations, and perform Manager on Duty (MOD) responsibilities. CXMs teach, coach, and train staff on policies and procedures, ensuring safety and efficiency. They communicate priorities, oversee daily tasks, and keep the store operational. In times when they are the only manager available, they make business and staff decisions following SOPs. They also contribute to performance management and talent planning discussions with the Store Manager and Assistant Store Managers. Although CXMs do not have direct reports, they participate in the hiring process and are responsible for maintaining a safe working environment by adhering to safety policies and standards.

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 for efficiency.
2. People (25%): Provide coaching; participate in performance conversations and discipline; recognize staff; review sales, shrink, safety, and merchandising standards; support hiring and training processes.
3. Safety (25%): Enforce safety policies; complete safety training; ensure proper PPE use; correct hazards; maintain a safe environment.
4. Shared Manager On Duty (25%): Lead store opening/closing; communicate priorities; perform MOD tasks; ensure store readiness; review upcoming events and promotions.

Additional Details

• Reports to: Store Manager
• Direct reports: None
• Travel requirements: None
• Physical requirements: Standing, walking, lifting moderate weights
• Working conditions: Indoor, controlled environment

Minimum Qualifications

• Age 18 or older
• Legally permitted to work in the U.S.
• High school diploma or GED
• At least 1 year of work experience

Preferred Qualifications

• None specified

Competencies

• Action Oriented
• Directs Work
• Builds Effective Teams
• Drives Engagement