Customer Experience Manager

The Home Depot

West Lebanon (NH)

On-site

USD 65,000 - 75,000

Full time

14 days+

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Job summary

A retail organization is seeking a Customer Experience Manager for their West Lebanon location. The ideal candidate will have a strong background in customer service and retail, capable of leading a team to provide outstanding service while ensuring operational effectiveness and safety. Responsibilities include coaching associates, managing customer relations, and maintaining store standards. The position requires a commitment to continuous improvement in customer experience and supporting store objectives.

Qualifications

Experience in customer service and retail operations.
Ability to coach and develop associates effectively.
Knowledge of safety standards and operational procedures.

Responsibilities

Oversee execution of store standards, including customer service and operational processes.
Coach associates, handle customer service escalations, and manage store operations.
Ensure compliance with safety procedures and standards.

Skills

Customer Service

Coaching

Leadership

Problem-solving

Safety Compliance

Job description

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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. CXMs have a duty to uphold, maintain, and support all lawful company policies and positions.

KEY RESPONSIBILITIES AND TASKS

Safety

• Ensure associates follow all safety and hazmat procedures and Safety Maters 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

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

Operations/Administrative

• 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

Seniority level