The Home Depot - Wilmington, NC
posted 3 months ago
The Customer Experience Manager (CXM) plays a crucial role within the store leadership team at Home Depot, focusing on the execution of store standards across various areas, including customer service, department readiness, and operational processes. This position is responsible for managing all activities that ensure a safe opening and closing of the store. CXMs are tasked with coaching associates, addressing customer service escalations, and performing Manager on Duty (MOD) responsibilities. They are expected to teach, coach, and train associates on Home Depot's policies and procedures, ensuring that all associates adhere to safety protocols at all times. CXMs communicate priorities and ensure that daily tasks are completed efficiently, contributing to the smooth operation of the store. In instances where CXMs are the only manager present, they are expected to make informed business and associate decisions in collaboration with the appropriate resources while following Standard Operating Procedures (SOPs). Additionally, CXMs provide valuable input to the Store Manager and Assistant Store Managers regarding associate performance during ongoing performance management and talent planning discussions. Although CXMs do not have direct reports, they may participate in the selection process for new associates as needed. The role emphasizes the importance of creating a safe working environment, where each associate is responsible for following safety policies and standards, completing required safety training, and addressing any hazards or unsafe conditions immediately. The CXM is instrumental in fostering a culture of safety and customer service excellence within the store.