CUSTOMER EXPERIENCE MANAGER

The Home Depot - Rock Springs, WY

Full-time - Mid Level

Rock Springs, WY

101-250 employees

Building Material and Garden Equipment and Supplies Dealers

About the position

The Customer Experience Manager is responsible for overseeing and enhancing the overall customer journey, ensuring that all interactions with the company are positive and meet customer expectations. This role involves analyzing customer feedback, implementing strategies to improve service delivery, and collaborating with various departments to create a seamless experience for customers. The manager will lead a team dedicated to customer service excellence and will be instrumental in driving customer satisfaction and loyalty.

Responsibilities

• Develop and implement customer experience strategies that align with company goals.
• Analyze customer feedback and data to identify areas for improvement.
• Collaborate with cross-functional teams to enhance service delivery.
• Lead and mentor the customer service team to ensure high performance.
• Monitor customer satisfaction metrics and report on progress.
• Create training programs to improve customer service skills among staff.
• Manage customer complaints and resolve issues effectively.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field.
• 3+ years of experience in customer service or customer experience management.
• Strong analytical skills and experience with customer feedback tools.
• Excellent communication and interpersonal skills.
• Proven ability to lead and motivate a team.

Nice-to-haves

• Experience with CRM software and customer journey mapping tools.
• Knowledge of customer experience best practices and trends.
• Ability to work in a fast-paced environment.

Benefits

• Health insurance
• 401k plan
• Paid time off
• Professional development opportunities
• Flexible working hours