Customer Experience Manager

The Home Depot - Champaign, IL

Full-time

Champaign, IL

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, responsible for overseeing the execution of store standards, enhancing customer service, and ensuring operational processes are followed. The CXM is tasked with coaching associates, managing customer service escalations, and performing Manager on Duty (MOD) responsibilities. This position emphasizes the importance of safety, effective communication, and maintaining a high level of customer satisfaction while ensuring associates adhere to company policies and procedures.

Responsibilities

• Drive customer service and associate engagement; coach associates on proper customer service techniques.
• 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.
• 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 values-based behaviors.
• Ensure associates follow all safety and hazmat procedures and Safety Matters guidelines at all times.
• Lead store kickoff meetings and walk each department to ensure store readiness.

Requirements

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• Minimum of 1 year of work experience.