Customer Experience Manager

The Home Depot; Village of New Hartford (NY); On-site; USD 45,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Experience Manager to join their store leadership team. In this pivotal role, you will oversee store standards, drive customer engagement, and ensure operational excellence. Your responsibilities include coaching associates, resolving customer concerns, and maintaining a safe working environment. If you thrive in a fast-paced environment and are passionate about delivering exceptional customer service, this opportunity is perfect for you. Join a team that values safety, teamwork, and a commitment to excellence, and make a significant impact on the customer experience.

Qualifications

• 1 year of experience in a customer-facing role.
• Strong coaching and leadership skills.

Responsibilities

• Drive customer service and engagement, ensuring fast checkout processes.
• Enforce safety policies and educate on proper lifting techniques.
• Lead store meetings and perform Manager on Duty responsibilities.

Skills

Customer Service

Coaching

Safety Compliance

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 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, address customer escalations, and perform Manager on Duty (MOD) responsibilities. CXMs teach, coach, and train associates on policies and procedures, ensuring safety and high standards. They communicate priorities, ensure daily tasks are completed, and keep the store running smoothly. CXMs may be the only manager available at times and will make business and staff decisions in partnership with resources and SOPs. They provide input on associate performance and participate in the hiring process. All associates are responsible for maintaining a safe working environment by following safety policies, completing safety training, correcting hazards, and working safely to prevent injuries.

Key Responsibilities

1. Customer Service / Experience (25%): Drive customer service and engagement, coach associates, lead the GET culture, monitor customer interactions, resolve customer concerns promptly, and ensure fast checkout processes.
2. People (25%): Provide coaching, recognize performance, review safety and merchandising standards, ensure training completion, participate in hiring, and communicate store standards.
3. Safety (25%): Enforce safety policies, complete safety training, educate on proper PPE and lifting techniques, correct unsafe conditions, and recognize safe behaviors.
4. Shared Manager On Duty (25%): Lead store meetings, ensure store readiness, perform MOD duties, communicate priorities, and verify store equipment and checklists are completed.

Reporting and Team Structure

• Typically reports to the Store Manager.
• Has no direct reports but participates in hiring and performance discussions.

Additional Details

• No travel required.
• Physical requirements include standing, walking, lifting 8-20 pounds.
• Work environment is primarily indoor with infrequent unpleasant conditions.
• Minimum qualifications: 18+ years old, legal work permit, high school diploma/GED, 1 year of experience.
• Preferred qualifications: None specified.
• Competencies include Action Oriented, Directs Work, Builds Effective Teams, Drives Engagement.