Customer Experience Manager

The Home Depot - Flagstaff, AZ

Full-time

Flagstaff, AZ

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 across various departments. This includes ensuring high levels of customer service, maintaining department readiness, and adhering to operational processes. The CXM is tasked with managing all activities necessary for a safe opening and closing of the store, which involves coaching associates, addressing customer service escalations, and fulfilling Manager on Duty (MOD) responsibilities. The CXM is expected to teach, coach, and train associates on Home Depot's policies and procedures, ensuring that all associates work safely at all times. Communication of priorities, completion of daily tasks, and smooth store operations are key aspects of this role. In instances where the CXM is the only manager present, they are expected to make business and associate decisions in collaboration with appropriate resources and in accordance with Standard Operating Procedures (SOPs). Additionally, the CXM provides input to the Store Manager and Assistant Store Managers regarding associate performance during ongoing performance management and talent planning discussions. While the CXM does not have direct reports, they may participate in the selection process as needed. All associates share the responsibility of maintaining a safe working environment by following safety policies and standards, completing required safety training, correcting hazards, and ensuring their own safety as well as that of their coworkers, vendors, and customers.

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.
• Ensure all associates understand the impact of excellent customer service, in-stock, and store appearance.
• Recognize great customer service behaviors and provide feedback on service standards.
• Monitor customer flow through checkouts and take action to ensure customers are receiving fast service.
• Provide in-the-moment coaching based on observations and behavior.
• Partner with Assistant Store Managers regarding formal performance conversations and discipline.
• Recognize associates for demonstrating expectations and use recognition tools to highlight associates demonstrating values-based behaviors and productivity.
• Walk Top/Bottom Sales and Shrink classes in the store with associates, reviewing safety, on-shelf availability, and Store Appearance Standards.
• Review productivity tasks across store tasking platforms and conduct quality walks of recently completed tasks.
• Ensure associates have completed training requirements of their position and give input to Assistant Store Managers on associate performance.
• Assist Store Manager and Assistant Store Managers with the associate interview and hiring process.
• Approve and address missed punches, variances, schedule changes, receive 'call outs,' and communicate with Assistant Store Managers and Store Manager regarding follow-up actions.
• Ensure associates adhere to store standards and hold them accountable for the same.
• Ensure associates follow all safety and hazmat procedures and Safety Matters guidelines at all times.
• Complete specified safety training courses applicable to the role and follow all prevention policies and procedures.
• Use Proper PPE and guide associates on proper use, and educate store associates on proper lifting techniques.
• Obey the required safe distances around Lift Equipment and guide other associates on the correct policies.
• Immediately correct unsafe conditions and offer assistance to customers who are shopping in an unsafe manner; ensure that aisles and flooring surfaces are safe.
• Lead store kickoff meetings and walk each department to ensure store readiness, communicating messages, priorities, and tasks to all associates.
• Perform Opening, Closing, and MOD tasking as well as other whole store focus responsibilities.

Requirements

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• The knowledge, skills, and abilities typically acquired through the completion of a high school diploma and/or GED.
• Minimum of 1 year of work experience.