CUSTOMER EXPERIENCE MANAGER

The Home Depot - Claremont, NH

Full-time - Mid Level

Claremont, NH

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 also analyzing customer data to inform decision-making.

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 team members on best practices for customer engagement.
• Manage customer complaints and resolve issues effectively.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field.
• 3-5 years of experience in customer experience management or a similar role.
• Strong analytical skills with the ability to interpret customer data.
• Excellent communication and interpersonal skills.
• Proficiency in customer relationship management (CRM) software.

Nice-to-haves

• Experience with customer journey mapping tools.
• Knowledge of customer experience best practices and trends.
• Familiarity with data analysis tools and techniques.

Benefits

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