Customer Experience Manager

$48,000 - $60,000/Yr

The Home Depot - Bristol, CT

Full-time - Mid Level

Bristol, CT

Building Material and Garden Equipment and Supplies Dealers

About the position

The Customer Experience Manager (CXM) at Home Depot plays a crucial role in the store leadership team, focusing on the execution of store standards across various areas, including customer service, department readiness, and operational processes. This position is responsible for managing all activities necessary to ensure a safe opening and closing of the store. CXMs are tasked with coaching associates, addressing customer service escalations, and performing Manager on Duty (MOD) responsibilities. They are expected to teach, coach, and train associates on Home Depot's policies and procedures, ensuring that all associates adhere to safety protocols at all times. CXMs communicate priorities to the team, ensure daily tasks are completed, and maintain smooth store operations. In instances where they may be the only manager available, CXMs are expected to make business and associate decisions in partnership with appropriate resources while following Standard Operating Procedures (SOPs). They also provide input to the Store Manager and Assistant Store Managers regarding associate performance through ongoing performance management and talent planning discussions. Although CXMs do not have direct reports, they may participate in the selection process as needed. The role emphasizes the importance of creating a safe working environment, where each associate is responsible for following safety policies and standards, completing safety training, and correcting hazards immediately. The CXM is instrumental in driving customer service excellence and ensuring that the store meets its operational goals.

Responsibilities

• Drive customer service and associate engagement; coach associates on proper customer service techniques and ensure the team is providing the highest level of customer service.
• Lead GET culture and set the example, observe customer interactions, recognize wins, and coach on ways to improve.
• Ensure customer concerns are solved effectively and take necessary actions to resolve situations promptly.
• Ensure all associates understand the impact of excellent customer service, in-stock, and store appearance.
• Recognize great customer service behaviors and provide feedback on service standards.
• Monitor customer flow through checkouts and take action to ensure customers are receiving fast service.
• Provide in-the-moment coaching based on observations and behavior.
• Partner with ASMs regarding formal performance conversations and discipline.
• Recognize associates for demonstrating expectations and use recognition tools to highlight associates demonstrating values-based behaviors and productivity.
• Conduct quality walks of recently completed tasks and ensure areas are set according to MAP or regional direction.
• Ensure associates have completed training requirements of their position and give input to ASMs on associate performance.
• Assist SM and ASMs with the associate interview and hiring process.
• Approve and address missed punches, variances, schedule changes, and communicate with ASMs and SM regarding follow-up actions.
• Ensure associates adhere to store standards and hold them accountable for the same.
• Ensure associates follow all safety and hazmat procedures and Safety Matters guidelines at all times.
• Complete specified safety training courses applicable to the role and follow all prevention policies and procedures.
• Utilize proper lifting techniques and educate store associates on these practices.
• Lead store kickoff meetings and walk each department to ensure store readiness.
• Perform Opening, Closing, and MOD tasking as well as other whole store focus responsibilities.

Requirements

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• High school diploma or GED is required.
• Minimum of 1 year of work experience is preferred.