Senior Manager, Customer Experience & VOC Strategy

The Learning Experience; Georgia; 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

Paid vacation & sick time

Paid holidays and personal holiday

Paid Volunteer Time Off

Job summary

Floor & Decor is seeking a Manager, Customer Experience to lead the Voice of Customer strategy and the Pro Loyalty program. You will translate customer listening into actionable decisions that drive enterprise initiatives, including omnichannel transformation.

You will own the VOC roadmap, monitor NPS, and collaborate with Stores, Contact Centers, and cross-functional teams to close gaps and improve customer loyalty.

Qualifications

• Bachelor's degree in Business, Marketing, Analytics, or related field is required.
• 5-7+ years in Customer Experience, Loyalty, VOC, or Customer Insights roles, ideally in retail.
• Experience with VOC/CX and strong operational focus; capable of engaging with customers and teams.
• Ability to analyze KPI and sentiment data to identify trends and root causes.
• Able to operate in a high-volume, complex environment and handle multiple tasks under pressure.

Responsibilities

• Owns the enterprise VOC strategy and software partner relationship.
• Defines survey methods and platform configuration standards across the customer journey.
• Builds multi-year VOC roadmap prioritizing listening capabilities aligned to business priorities.
• Evaluates emerging technology solutions and listening trends.
• Delivers executive-level NPS readouts and translates insights into strategic input for initiatives.
• Leads cadence with Store Operations to monitor NPS and drive action.
• Partners across the organization to identify issues from NPS and route for action.
• Serves as escalation point for NPS inquiries and resolution guidance.
• Owns Pro Loyalty operations including enrollment, tier accrual, rewards, and rebates.

Skills

CX & VOC leadership

KPI analysis

Stakeholder management

Data-driven decisions

Effective communication

Self-starter

Education

Bachelor's degree in Business/Marketing/Analytics

Advanced degree in Business/Marketing/Analytics

Job description

Floor & Decor is seeking a Manager, Customer Experience to lead the Voice of Customer strategy and the Pro Loyalty program. You will translate customer listening into actionable decisions that drive enterprise initiatives, including omnichannel transformation.

You will own the VOC roadmap, monitor NPS, and collaborate with Stores, Contact Centers, and cross-functional teams to close gaps and improve customer loyalty.