Customer Service Operations Leader

1 month ago


Saskatoon, Saskatchewan, Canada Home Depot Full time

Customer Experience Manager
The Customer Experience Manager (CXM) plays a vital role in the leadership and management team of the store, ensuring the implementation of store standards throughout all areas, including customer service, departmental readiness, and operational processes. The CXM is responsible for all activities necessary to guarantee a secure opening and closing of the store. They mentor team members, handle customer service escalations, and fulfill Manager on Duty (MOD) responsibilities. The CXM will communicate priorities and ensure that daily tasks are accomplished, maintaining smooth store operations. At times, the CXM may be the sole Manager present and will be expected to make business and associate decisions in collaboration with the appropriate resources while adhering to Standard Operating Procedures (SOPs). They will provide feedback to the Store Manager and Assistant Store Managers regarding associate performance during ongoing performance management and talent planning discussions. Although the CXM does not have direct reports, they will be involved in the selection and hiring process as necessary.
Key Responsibilities:

  1. Service Excellence:
    Enhance customer service and associate engagement; coach team members on effective customer service techniques to ensure the highest level of service is provided.
    Address customer escalations within the store and coordinate with Customer Care as needed.
    Prepare Department Supervisors and Associates for peak business periods.
    Monitor customer flow at checkouts and take action to ensure swift and friendly service is delivered. Implement corrective measures as required.
  2. Team Development:
    Offer immediate coaching based on observations and behaviors. Collaborate with Assistant Store Managers regarding formal performance discussions and disciplinary actions. Acknowledge associates who exemplify expected behaviors.
    Utilize recognition tools to highlight associates demonstrating value-driven behaviors and productivity.
    Provide input to Assistant Store Managers on associate performance and engage in talent planning for all hourly staff.
    Assist Store Manager and Assistant Store Managers with the associate interview and hiring process.
    Manage and address missed punches, schedule changes, and communicate with Assistant Store Managers and Store Manager regarding follow-up actions.
    Ensure compliance with safety work rule policies as outlined in the Standards of Performance. Hold associates accountable for adhering to all SOPs.
  3. Manager on Duty Responsibilities:
    Lead the store kickoff meeting and conduct walkthroughs of each department to confirm store readiness. Relay messages, priorities, and tasks to all associates.
    Execute Opening, Closing, and MOD tasks along with other store-wide responsibilities.
    Validate daily store priorities with Assistant Store Managers and Store Managers.
    Ensure associates complete all store checklists in accordance with timing expectations. Provide feedback to associates and verify that issues are resolved and preventative actions are implemented.
    Ensure adherence to all safety and Hazmat procedures and Safety Matters guidelines at all times.
    Confirm that all equipment and machines are operating correctly.
    Review current and upcoming events and promotions to determine if any actions are necessary; collaborate with the appropriate Department Supervisor or Assistant Store Manager as required.
Minimum Qualifications:
Must be at least 18 years of age.
Must have legal authorization to work in Canada.
Ability to work a flexible schedule.
3 Years of Relevant Work Experience.
Preferred Qualifications:
Experience in whole store management.
Experience in big box retail.
Experience in the home improvement sector.

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