Customer Experience Manager

The Home Depot - Wilmington, NC

Full-time

Wilmington, NC

Building Material and Garden Equipment and Supplies Dealers

About the position

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.

Responsibilities

• Drive customer service and associate engagement; coach associates on proper customer service techniques and ensure the team is providing the highest level of customer service.
• 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 feedback on service standards and monitor customer flow through checkouts to ensure fast service.
• Provide in-the-moment coaching based on observations and behavior, partnering with ASMs regarding formal performance conversations and discipline.
• Recognize associates for demonstrating expectations and use recognition tools to highlight associates demonstrating values-based behaviors and productivity.
• Conduct quality walks of recently completed tasks and ensure areas are set according to MAP or regional direction.
• Ensure associates have completed training requirements of their positions and give input to ASMs on associate performance.
• Assist SM and ASMs with the associate interview and hiring process, and communicate with ASMs and SM regarding follow-up actions.
• Ensure associates follow all safety and hazmat procedures and complete specified safety training courses applicable to their roles.

Requirements

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• Completion of a high school diploma and/or GED is typically required.