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The Home Depot - Grand Chute, WI
posted 2 months ago
About the position
The Customer Experience Manager (CXM) is a key member of the store leadership team at Home Depot, responsible for overseeing the execution of store standards, enhancing customer service, and ensuring operational processes are followed. The CXM plays a crucial role in coaching associates, managing customer service escalations, and performing Manager on Duty (MOD) responsibilities. This position requires effective communication of priorities, ensuring daily tasks are completed, and maintaining a safe and efficient store environment.
Responsibilities
- Drive customer service and associate engagement; coach associates on proper customer service techniques.
- Lead GET culture and set the example for customer interactions, recognizing wins and coaching on improvements.
- Monitor customer flow through checkouts to ensure fast service and address customer concerns promptly.
- Provide in-the-moment coaching based on observations and behavior, partnering with ASMs for performance conversations.
- Recognize associates for demonstrating expectations and use recognition tools to highlight positive behaviors.
- Conduct quality walks of recently completed tasks and ensure merchandising locations are set according to standards.
- Ensure associates complete training requirements and participate in talent planning for hourly associates.
- Lead store kickoff meetings and ensure store readiness by communicating priorities and tasks to associates.
- Perform opening, closing, and MOD tasks, ensuring all equipment and machines are functioning properly.
- Ensure compliance with safety and hazmat procedures, correcting unsafe conditions immediately.
Requirements
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
- Completion of a high school diploma and/or GED is typically required.
- Minimum of 1 year of work experience is preferred.
