Customer Experience Manager
Company: The Home Depot
Location: Reading
Posted on: June 20, 2022
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Job Description:
Position Purpose:Customer Experience Managers (CXM) are members
of the store leadership and management team, overseeing execution
of store standards across the entire store, including customer
service, department readiness, and operational process. CXMs manage
all activities required to ensure a safe opening and closing
process. They coach associates, address customer service
escalations, and perform Manager on Duty (MOD) responsibilities.
CXMs communicate priorities, ensure daily tasks are completed and
that the store is running smoothly. At times, CXMs may be the only
Manager available and will be expected to make business and
associate decisions in partnership with appropriate resources and
following SOPs. CXMs will provide input to Store Manager and
Assistant Store Managers on Associate performance through the
ongoing performance management and talent planning discussions.
Although the CXM does not have direct reports, they will
participate in the selection and hiring process as needed.Major
Tasks, Responsibilities & Key Accountabilities:25% Service - Drive
customer service and associate engagement; coach associates on
proper customer service techniques andensure team is providing the
highest level of customer serviceResolve customer escalations
within the store and through Customer Care Ensure Department
Supervisors and Floor Sales Associates are prepared for high-volume
sales periods Monitor customer flow through checkouts and take
action to ensure customers are receiving fast, friendly service
Take corrective action as necessary25% People - Provide in the
moment coaching based on observations and behavior. Partners with
ASMs regarding formal performance conversations and discipline.
Recognizes associates for demonstrating expectations Use
recognition tools (BRAVO Homer) to highlight associates
demonstrating value based behaviors andproductivity Give input to
ASMs on associate performance and participate in talent planning
for all hourly associates Assist SM and ASMs with associate
interview and hiring process Approve and address missed punches,
variances, schedule changes, receive call outs and communicate with
ASMs and SM regarding follow-up actions Ensure adherence to work
rule policies regarding safety referenced in the Standards of
Performance. Holds associates accountable for following all SOPs50%
Manager on Duty - Lead store kickoff meeting and walk each
department to ensure store readiness. Communicate messages,
priorities and task to all associates Perform Opening, Closing and
MOD tasking as well as other whole store focus
responsibilitiesValidate daily store priorities with ASMs and SMs
Ensure associates complete all store checklist in accordance with
timing expectations. Provide input to associates, verify issue
correction, and preventative action in put in place Ensure
associates follow all safety and Hazmat procedures and Safety
Matters guidelines at all times Make sure all equipment and
machines are functioning properlyReview current and upcoming events
and ads to determine if any action is required, partner with
appropriate DS or ASM as requiredNature and Scope:Reports to Store
ManagerAccountable for direct supervision of the work activities of
others. This may include direct supervision of a shift or the
coordination of multiple work groups.Environmental Job
Requirements:Environment:4. Usually in a comfortable environment
but with regular exposure to factors causing moderate physical
discomfort from such things as dust, fumes or odors.Travel:No
travel required.Standard Minimum Qualifications:Must be eighteen
years of age or older.Must be legally permitted to work in the
United States.Additional Minimum Qualifications:Ability to work a
flexible scheduleEducation Required:The knowledge, skills and
abilities typically acquired through the completion of a high
school diploma andor GED.Years of Relevant Work Experience:3
yearsPhysical Requirements:Most of the time is spent sitting in a
comfortable position and there is frequent opportunity to move
about. On rare occasions there may be a need to move or lift light
articles.Preferred Qualifications:- Whole store management- Big box
retail experience- Home improvement industry experienceKnowledge,
Skills, Abilities and Competencies:- Customer Focus- Drives
Results- Manages Conflict- Develops Talent- Communicates
Effectively- Drives Engagement- Self-Development
Keywords: The Home Depot, Somerville , Customer Experience Manager, Executive , Reading, Massachusetts
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