CUSTOMER EXPERIENCE MANAGER

The Home Depot - Alvin, TX

Full-time - Mid Level

Alvin, TX

Building Material and Garden Equipment and Supplies Dealers

About the position

As a Customer Experience Manager, you will play a pivotal role in shaping the customer journey and ensuring that our clients receive exceptional service at every touchpoint. You will be responsible for developing and implementing strategies that enhance customer satisfaction, loyalty, and retention. This position requires a deep understanding of customer needs and behaviors, as well as the ability to analyze data to drive improvements in our service offerings. You will collaborate closely with various departments, including sales, marketing, and product development, to create a seamless and positive experience for our customers. In this role, you will lead a team dedicated to customer service excellence. You will set performance metrics, monitor team performance, and provide coaching and support to ensure that all team members are equipped to meet customer needs effectively. You will also be responsible for gathering customer feedback through surveys, focus groups, and direct interactions, using this information to inform strategic decisions and operational improvements. Additionally, you will oversee the development of training programs for customer service representatives, ensuring they are knowledgeable about our products and services and equipped with the skills necessary to handle customer inquiries and issues. Your ability to foster a customer-centric culture within the organization will be crucial to the success of this role.

Responsibilities

• Develop and implement customer experience strategies to enhance satisfaction and loyalty.
• Lead and manage a team of customer service representatives, providing coaching and support.
• Analyze customer feedback and data to identify areas for improvement.
• Collaborate with cross-functional teams to ensure a seamless customer journey.
• Create and oversee training programs for customer service staff.
• Set performance metrics and monitor team performance against these goals.
• Foster a customer-centric culture within the organization.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field.
• 5+ years of experience in customer service or customer experience management.
• Strong analytical skills and experience with data analysis tools.
• Excellent communication and interpersonal skills.
• Proven leadership abilities and experience managing a team.

Nice-to-haves

• Experience with customer relationship management (CRM) software.
• Knowledge of customer experience best practices and trends.
• Ability to speak multiple languages.

Benefits

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