CUSTOMER EXPERIENCE MANAGER

The Home Depot - Lexington, KY

Full-time - Mid Level

Lexington, KY

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 customers have a positive experience with the company. This role involves analyzing customer feedback, implementing strategies to improve service delivery, and collaborating with various departments to align customer experience initiatives with business goals.

Responsibilities

• Develop and implement customer experience strategies to enhance customer satisfaction.
• Analyze customer feedback and data to identify areas for improvement.
• Collaborate with marketing, sales, and product teams to ensure a seamless customer journey.
• Train and mentor staff on best practices for customer service and engagement.
• Monitor customer interactions and service delivery to ensure high standards are maintained.

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.
• Ability to work collaboratively across departments.

Nice-to-haves

• Experience with customer relationship management (CRM) software.
• Knowledge of customer experience metrics and KPIs.
• Familiarity with digital marketing strategies.

Benefits

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