What are the responsibilities and job description for the Customer Experience Manager position at Home Depot / THD?
Position Purpose:
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.
Major Tasks, Responsibilities & Key Accountabilities:
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
25% 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 value based behaviors and
productivity 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 Ensure adherence to work rule policies regarding safety referenced in the Standards of Performance. Holds associates accountable for following all SOPs
50% Manager on Duty - 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 responsibilities
Validate daily store priorities with ASMs and SMs 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 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
Nature and Scope:
Reports to Store Manager
Accountable for direct supervision of the work activities of others. This may include direct supervision of a shift or the coordination of multiple work groups.
Environmental Job Requirements:
Environment:
4. Usually in a comfortable environment but with regular exposure to factors causing moderate physical discomfort from such things as dust, fumes or odors.
Travel:
No travel required.
Additional Environmental Job Requirements:
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.
Major Tasks, Responsibilities & Key Accountabilities:
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
25% 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 value based behaviors and
productivity 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 Ensure adherence to work rule policies regarding safety referenced in the Standards of Performance. Holds associates accountable for following all SOPs
50% Manager on Duty - 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 responsibilities
Validate daily store priorities with ASMs and SMs 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 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
Nature and Scope:
Reports to Store Manager
Accountable for direct supervision of the work activities of others. This may include direct supervision of a shift or the coordination of multiple work groups.
Environmental Job Requirements:
Environment:
4. Usually in a comfortable environment but with regular exposure to factors causing moderate physical discomfort from such things as dust, fumes or odors.
Travel:
No travel required.
Additional Environmental Job Requirements:
Standard Minimum Qualifications:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
Ability to work a flexible schedule
Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Years of Relevant Work Experience:
3 years
Certifications & Licenses:
Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Additional Qualifications:
Preferred Qualifications:
Knowledge, Skills, Abilities and Competencies:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
Ability to work a flexible schedule
Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Years of Relevant Work Experience:
3 years
Certifications & Licenses:
Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Additional Qualifications:
Preferred Qualifications:
- Whole store management
- Big box retail experience
- Home improvement industry experience
Knowledge, Skills, Abilities and Competencies:
- Customer Focus
- Drives Results
- Manages Conflict
- Develops Talent
- Communicates Effectively
- Drives Engagement
- Self-Development
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