Customer Experience Manager
1 month ago
At The Home Depot Canada, we're looking for a talented Customer Experience Manager to join our team. As a key member of our store leadership and management team, you'll be responsible for overseeing the execution of store standards across the entire store, including customer service, department readiness, and operational processes.
Key Responsibilities:- Customer Service: Drive customer service and associate engagement; coach and train associates on proper customer service techniques and ensure team is providing the highest level of customer service.
- Assign, Manage and Direct Associate's Work: Assign, manage and direct associate's work and duties to drive customer service results.
- Resolve Customer Escalations: Resolve customer escalations within the store and through Customer Care.
- Ensure Store Readiness: Ensure store is prepared for high-volume periods.
- Monitor Customer Flow: Monitor customer flow through checkouts and take action to ensure customers are receiving fast, friendly service.
- Provide In-Moment Direction: Provide in the moment direction, coaching and performance management based on observations and behavior.
- Conduct Formal Performance Conversations: Conducts formal performance conversations and discipline on customer service matters.
- Use Recognition Tools: Use recognition tools to highlight associates demonstrating Home Depot's core values.
- Identify and Develop High Potential Associates: Identify and develop high potential associates for growth opportunities.
- Ensure Adherence to Work Policies: Ensure adherence to work policies regarding safety and hold associates accountable for following all policies.
- Lead Store Kickoff Meeting: Lead store kickoff meeting and walk each department to ensure store readiness.
- Communicate Messages, Priorities, and Tasks: Communicate messages, priorities, and task to all associates.
- Responsible for Opening, Closing and MOD Tasking: Responsible for Opening, Closing and MOD tasking as well as other whole store focus responsibilities.
- Manage and Direct Day-to-Day Operations: Manage and direct day-to-day operations of the store.
- Ensure Associates Complete Store Checklists: Ensure associates complete all store checklists in accordance with timing expectations.
Competencies: Collaborates, Communicates Effectively, Customer Focus, Decision Quality
Skills: Organizational skills, Problem-solving skills, Advanced communication skills
Direct Manager/Direct Reports: Store Manager
Travel Requirements: No travel requirements for this role
Physical Requirements: May involve bending, stooping, reaching, twisting, lifting, pushing, pulling, and moving merchandise and tools, climbing a ladder. May involve quickly responding to public address system announcements, including customer services calls, pages, and general information. Moving around the store and being able to communicate with and assist associates & customers. Operating a computer and other technology. Identifying and reading reports, tickets and UPC labels.
Hybrid Work: Dependent
Working Conditions: Working within a flexible schedule that may include evening and weekends. Warehouse environment that can be dusty and noisy. Doors are frequently open, causing drafts and interior temperature changes.
Minimum Education: Highschool Diploma or Equivalent
Minimum Years of Work Experience: 2 years of customer service experience an asset. 1 to 2 years Retail or Trade experience an asset
Minimum Leadership Experience: At least one year of relevant work experience as a leader/supervisor
Certifications: NA
Other Requirements/Assets: Must be able to work a flexible schedule.
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