Senior CX & Loyalty Leader - VOC, NPS & Omnichannel

Floor & Decor; Atlanta (GA); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Bonus opportunities

401k with company match

Employee Stock Purchase Plan

Referral Bonus Program

Medical, Dental, Vision, Life

Job summary

Floor & Decor is seeking a Manager, Customer Experience to lead the VOC strategy and the NPS program while guiding the Pro Loyalty initiative. The role translates customer listening into actionable insights influencing enterprise initiatives including omnichannel transformation.

The ideal candidate has 5–7+ years in CX or loyalty roles, strong analytics, and executive communication. Travel up to 10% may be required.

Qualifications

• Bachelor’s degree required in Business, Marketing, Analytics, or related field.
• 5–7+ years in CX, Loyalty, VOC, or insights roles, preferably in retail.

Responsibilities

• Own the enterprise VOC strategy and software partner relationship.
• Define survey methodology and platform configuration across the customer journey.
• Build multi-year VOC roadmap aligned to business priorities.
• Provide NPS benchmarking and sentiment analytics insights.
• Lead Pro Loyalty program operations and governance.
• Monitor and act on NPS trends with Store Operations leadership.
• Collaborate with Stores and Contact Centers to close loop on issues.

Skills

Customer experience strategy

VOC/voice of the customer

Executive presence

Cross-functional collaboration

Data analysis (KPI, sentiment)

Strong communication

Multi-tasking under pressure

Education

Bachelor’s degree in Business/Marketing/Analytics

Advanced degree (preferred)

Tools

Medallia

Job description

Floor & Decor is seeking a Manager, Customer Experience to lead the VOC strategy and the NPS program while guiding the Pro Loyalty initiative. The role translates customer listening into actionable insights influencing enterprise initiatives including omnichannel transformation.

The ideal candidate has 5–7+ years in CX or loyalty roles, strong analytics, and executive communication. Travel up to 10% may be required.