Manager Customer Experience

Floor & Decor; United States; On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Bonus opportunities

401k with company match

Employee Stock Purchase Plan

Paid vacation and holidays

Volunteer Time Off

Job summary

Floor & Decor is seeking a Manager, Customer Experience to lead the Voice of Customer strategy, NPS program, and Pro Loyalty execution across the enterprise. This role translates customer listening into actionable decisions that shape omnichannel transformation.

The ideal candidate brings 5-7+ years in CX, Loyalty or VOC, plus strong analytics, executive presence, and proven ability to influence across functions.

Qualifications

• 5-7+ years in Customer Experience, Loyalty, VOC, or Customer Insights roles, ideally in retail
• Bachelor's degree in Business, Marketing, Analytics, or related field
• Experienced in VOC and CX with strong operational focus
• Experience analyzing KPI and customer sentiment data to identify trends
• Ability to perform in high-volume, complex environment
• Strong executive presence with excellent communication and analytical skills
• Excellent customer service skills
• Ability to handle multiple tasks with urgency
• Self-starter and able to adapt to change with urgency

Responsibilities

• Owns the enterprise VOC strategy and software partner relationship
• Defines and governs feedback touchpoints and survey methodology across the customer journey
• Builds multi-year VOC roadmap aligned to business priorities
• Evaluates emerging technology solutions and customer listening trends
• Delivers executive-level NPS readouts and translates insights into strategic input for initiatives such as Loyalty and omnichannel roadmaps
• Partner with Stores and Contact Centers to implement closed-loop resolution

Job description

Purpose:

The Manager, Customer Experience leads Floor & Decor's Voice of Customer strategy and NPS program and leads execution and program management for the Pro Loyalty program. It translates customer listening into action that drives critical decision-making across key Enterprise initiatives, including the omnichannel transformation.

Minimum Qualifications

• 5-7+ years of experience in Customer Experience, Loyalty, Voice of Customer, or Customer Insights roles, ideally within retail environments
• Bachelor's degree in Business, Marketing, Analytics, or a related field
• Experienced in VOC and CX with a strong operational focus, comfortable engaging directly with customers and team members.
• Experience analyzing KPI and customer sentiment data to identify trends and root causes
• Ability to perform in a high-volume, highly complex environment
• Ability to demonstrate initiative and be a self-starter
• Strong executive presence with excellent communication, interpersonal, and analytical skills, and proven ability to influence senior, cross-functional stakeholders
• Excellent customer service skills
• Ability to handle multiple tasks and work well under pressure with urgency
• Ability to exercise independent discretion and judgment in managing a fast-paced environment, adapting to change with a sense of urgency

Preferred

• Advanced degree in Business, Marketing, Analytics, or a related field

Competencies:

• Customer Focus
• Collaborates
• Communicates Effectively
• Drives Results
• Manages Complexity
• Tech Savvy
• Interpersonal Savvy
• Situational Adaptability

Essential Functions / Key Responsibilities:

Customer Listening & Voice of the Customer (VOC) Leadership

• Owns the enterprise VOC strategy and software partner relationship
• Defines and governs feedback touchpoints, survey methodology, and platform configuration standards across the customer journey
• Builds and prioritizes the multi-year VOC roadmap, sequencing new listening capabilities and program expansion against business priorities to drive long-term customer loyalty
• Evaluates emerging technology solutions and customer listening trends
• Conducts competitive/industry VOC and NPS benchmarking to ensure appropriate customer listening programs are in place

NPS Monitoring, Feedback Tracking & Organizational Partnership

• Delivers executive-level NPS readouts and translates insights into strategic input for key enterprise initiatives, including Loyalty and omnichannel roadmaps
• Leads a recurring operating cadence with Store Operations leadership to monitor NPS performance and translate sentiment analytics into actionable insights
• Partners across the organization to identify systemic issues and opportunities from NPS scores, feedback trends, routing them to the right owners for action
• Serves as the primary escalation point and subject‑matter expert for NPS inquiries, guiding stakeholders to resolution
• Partners with Stores and Contact Centers teams to implement end‑to‑end closed‑loop resolution

Loyalty Operations and Program Management

• Owns the operational playbook and program documentation for Pro Loyalty across enrollment, tier accrual, rewards and rebate disbursement, and campaign rewards management
• Oversees resolution of member and associate inquiries through the Pro Loyalty inbox, using servicing volume and feedback as a diagnostic signal for program gaps and opportunities
• Owns fraud KPI tracking and final decision authority on account suspensions and deactivations under a documented review framework
• Monitors redemption, enrollment, and fraud KPIs alongside NPS/Medallia sentiment to identify underperforming stores, districts, or regions, and partners with field leadership and Contact Centers to close root‑cause gaps

Travel Required

• Yes – Up to 10%
• Occasional domestic travel by car and air to stores, districts, or regions may be required. International travel is not required.

Benefits & Rewards

• Bonus opportunities & career advancement opportunities at every level
• Programs that help you reach your financial goals: 401k with company match, Employee Stock Purchase Plan, and Referral Bonus Program
• Medical, Dental, Vision, Life, and other Insurance Plans (subject to eligibility criteria)
• Paid vacation and sick time for eligible associates
• Paid holidays plus a personal holiday
• Paid Volunteer Time Off that starts on Day 1

Equal Employment Opportunity

Floor & Decor provides equal employment opportunities to all associates and applicants without regard to age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, disability, veteran status, genetic information, ethnicity, citizenship, or any other category protected by law.

This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment. This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.