CUSTOMER EXPERIENCE MANAGER

The Home Depot - Norristown, PA

Full-time - Mid Level

Norristown, PA

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 experience across all touchpoints. This role involves developing strategies to improve customer satisfaction, managing customer feedback, and collaborating with various departments to ensure a seamless customer journey. The manager will lead initiatives aimed at increasing customer loyalty and retention while analyzing data to drive improvements in service delivery.

Responsibilities

• Develop and implement customer experience strategies that align with company goals.
• Analyze customer feedback and data to identify areas for improvement.
• Collaborate with marketing, sales, and product teams to enhance the customer journey.
• Lead customer experience initiatives and projects from conception to execution.
• Monitor and report on customer satisfaction metrics and KPIs.
• Train and mentor staff on best practices for customer service and experience.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field.
• 3+ years of experience in customer experience management or a similar role.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Excellent communication and interpersonal skills.
• Proven ability to lead cross-functional teams and projects.

Nice-to-haves

• Experience with customer relationship management (CRM) software.
• Knowledge of customer experience best practices and trends.
• Familiarity with data analysis tools and techniques.

Benefits

• Health insurance coverage
• 401k retirement plan
• Paid time off and holidays
• Professional development opportunities
• Flexible work schedule