CUSTOMER EXPERIENCE MANAGER

The Home Depot - Bridgeton, MO

Full-time - Mid Level

Bridgeton, MO

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 customer data to inform decision-making.

Responsibilities

• Develop and implement customer experience strategies to enhance satisfaction and loyalty.
• Analyze customer feedback and data to identify areas for improvement.
• Collaborate with marketing, sales, and product teams to ensure a consistent customer experience.
• Lead customer experience initiatives and projects across the organization.
• Monitor and report on customer experience metrics and KPIs.
• Train and mentor staff on best practices for customer engagement and service.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field.
• 3-5 years of experience in customer experience management or a related role.
• Strong analytical skills with the ability to interpret customer data and feedback.
• 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 journey mapping techniques.
• Familiarity with customer satisfaction measurement tools.

Benefits

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