Customer Experience Manager
Company: HOME DEPOT USA, INC
Posted on: September 19, 2023
Customer Experience Managers (CXM) are members of the store
leadership and management team, overseeing 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. CXMs communicate
priorities, ensure daily tasks are completed and that the store is
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
Associate performance through the ongoing performance management
and talent planning discussions. Although the CXM does not have
direct reports, they will participate in the selection and hiring
process as needed.
- 50% - Manager on Duty - Validate daily store priorities with
ASMs and SMs Ensure associates complete all store checklist in
accordance with timing expectations. Lead store kickoff meeting and
walk each department to ensure store readiness. Communicate
messages, priorities and task to all associates Perform Opening,
Closing and MOD tasking as well as other whole store focus. Provide
input to associates, verify issue correction, and preventative
action in put in place. Ensure associates follow all safety and
Hazmat procedures and Safety Matters guidelines at all times Make
sure all equipment and machines are functioning properly. Review
current and upcoming events and ads to determine if any action is
required, partner with appropriate DS or ASM as required.
- 25% - People - Ensure adherence to work rule policies regarding
safety referenced in the Standards of Performance. 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. Provide in the moment
coaching based on observations and behavior. Partners with ASMs
regarding formal performance conversations and discipline. Holds
associates accountable for following all SOPs. Recognizes
associates for demonstrating expectations Use recognition tools
(BRAVO / Homer) to highlight associates demonstrating value based
behaviors and productivity.
- 25% - Service - Drive customer service and associate
engagement; coach associates on proper customer service techniques
and ensure team is providing the highest level of customer service.
Resolve customer escalations within the store and through Customer
Care Ensure Department Supervisors and Floor Sales Associates are
prepared for high-volume sales periods Monitor customer flow
through checkouts and take action to ensure customers are receiving
fast, friendly service Take corrective action as necessary.
Direct Manager/Direct Reports:
- This Position typically reports to Store Manager.
- This role has 0 direct reports.
- No travel required.
- Must continuously stand or walk or regularly requires
lifting/handling/carrying material or equipment of moderate weight
- Typically located in a comfortable indoor area. There may be
regular exposure to mild physical discomfort from factors such as
dust, fumes or odors, temperature extremes, loud noise, strong
drafts, or bright lights.
- Must be 18 years of age or older.
- Must be legally permitted to work in the United States.
- Ability to work a flexible schedule.
- Whole store management
- Big box retail experience
- Home improvement industry experience
- The knowledge, skills and abilities typically acquired through
the completion of a high school diploma and/or GED.
- Minimal or no education requirements.
Minimum Years of Work Experience:
Preferred Years of Work Experience:
Minimum Leadership Experience:
- No previous leadership experience
Preferred Leadership Experience:
- No previous leadership experience
- Drives Engagement
- Communicates Effectively
- Customer Focus
- Develops Talent
- Drives Results
- Manages Conflict
Keywords: HOME DEPOT USA, INC, Richmond , Customer Experience Manager, Hospitality & Tourism , Richmond, Virginia
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