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Customer Experience Manager

2 months ago

Sudbury, Ontario, Canada Home Depot Full time

About the Role:

The Customer Experience Manager is a key member of the store leadership team, responsible for overseeing the execution of store standards across the entire store. This includes customer service, department readiness, and operational process. The ideal candidate will have a strong background in retail management and be able to coach associates to provide exceptional customer service.

Key Responsibilities:

  1. Customer Service:
    • Drive customer satisfaction and associate engagement through coaching and feedback.
    • Resolve customer complaints and issues in a timely and professional manner.
    • Ensure department supervisors and associates are prepared for high-volume periods and provide support as needed.
  2. Associate Development:
    • Provide in-the-moment coaching and feedback to associates to improve performance.
    • Partner with assistant store managers to conduct formal performance conversations and discipline as needed.
    • Recognize and reward associates for demonstrating excellent customer service skills.
  3. Store Operations:
    • Lead store kickoff meetings and ensure store readiness for opening and closing.
    • Communicate priorities and tasks to associates and ensure daily tasks are completed.
    • Validate daily store priorities with assistant store managers and store managers.

Requirements:

  • 3 years of relevant retail management experience.
  • Strong leadership and coaching skills.
  • Ability to work a flexible schedule, including evenings and weekends.
  • High school diploma or equivalent required.

Preferred Qualifications:

  • Whole store management experience.
  • Big box retail experience.
  • Home improvement industry experience.