Customer Experience Manager

1 month ago


Anjou, Canada The Home Depot Canada Full time
Customer Experience Manager

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.
People:
  • 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.
Manager on Duty:
  • 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.



  • Anjou, Quebec, Canada The Home Depot Canada Full time

    Customer Service Experience Lead at The Home Depot CanadaAre you passionate about delivering exceptional customer experiences? Do you thrive in a fast-paced retail environment? As a Customer Service Experience Lead at The Home Depot Canada, you will play a pivotal role in driving customer satisfaction and associate engagement. We are seeking a highly...


  • Anjou, Canada Scotiabank Full time

    Requisition ID: 194043 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **What your role will be...** Customer Relations Representative As a member of the Dealer Finance Centre (DFC) Team and working in close partnership with the Retail Sales and Lending team, you are responsible for contributing to...


  • Anjou, Canada Chemtrade Full time

    **Job Description**: **Position**:Bilingual Customer Support Coordinator (English/French) **Primary Location**:Montreal, Quebec, Canada **Schedule**:Hybrid work based out of the Montreal Office **Reports To**:Customer Service Supervisor **Compensation**:_ _**_$55,000-$60,000 CAD plus bonus & benefits_ - Salary ranges are determined by role, level, and...


  • Anjou, Canada Réno-Dépôt Full time

    By joining the RONA family, you’ll enjoy many benefits, such as: - An inclusive and safe working environment - Promotion of work-life balance - Exclusive employee discounts - Benefits: insurance (certain conditions apply), annual salary review, etc. - Opportunities for advancement within the company - An employer that’s involved in the community -...


  • Anjou, Canada Dusco Group Full time

    **Overview**: **Key Responsibilities**: - Accurately enter customer orders into the system, ensuring all details are correct and complete. - Assist customers with product selection, pricing, and order status updates. - Maintain and update customer records in the database. - Provide support with billing inquiries and resolve any discrepancies. - Work closely...


  • Anjou, Canada The Brick Full time

    Est-ce un emploi pour vous?: Do you believe in putting the customer first? Do you love to solve problems and create solutions? The Brick is actively seeking to expand our service team. As a Customer Service Associate, you will be reporting to the Operations Manager. We need enthusiastic people with a great customer focused attitude! The winning combination...


  • Anjou, Canada Intelcom Full time

    Ride the next mile with us! - Operations Customer Service Representative Why choose Intelcom and become one of our Operations Customer Service Representative? - You thrive on helping others and finding solid solutions to whatever comes up as you are assisting customers and drivers to ensure deliveries are completed on time - You enjoy a fast pace and being...


  • Anjou, Canada Mitten Building Products Full time

    **Summary** This position is responsible for providing customer support and maintaining positive customer relations while responding to problems and inquiries. To maintain productive working relationships with internal and external customers and co-ordinate all aspects of siding, allied and promotional orders from receipt to delivery. **Job Duties** -...


  • Anjou, Canada Mitten Building Products Full time

    **Who We Are** Mitten is the original Canadian manufacturer and market leader of vinyl siding. Our continued focus on operational excellence has set the industry benchmark for service, quality, performance and design, backed by the best in class lifetime warranty. As a coast to coast distributor of premium exterior building products we are the link between...


  • Anjou, Canada Intelcom Full time

    Ride the next mile with us! - Why choose Intelcom and become one of our Operations Customer Service Representative? - You thrive on helping others and finding solid solutions to whatever comes up as you are assisting customers and drivers to ensure deliveries are completed on time - You enjoy a fast pace and being organized so that all packages are accounted...


  • Anjou, Canada WM Full time

    As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status. **I. Job Summary** The WM CSR will handle a number of escalated contacts. The ability to consistently provide an...


  • Anjou, Canada Dusco Doors Full time

    Responsibilities: - Assist customers with inquiries, concerns, and requests in a professional and timely manner - Handle and resolve customer complaints or issues with empathy and patience - Upsell products and services to customers when appropriate - Perform data entry and maintain accurate customer records - Analyze customer needs and recommend...


  • Anjou, Canada Scotiabank Full time

    Requisition ID: 200162 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **What your role will be...** Customer Relations Representative As a member of the Dealer Finance Centre (DFC) Team and working in close partnership with the Retail Sales and Lending team, you are responsible for contributing to...


  • Anjou, Canada Hydro Solution Full time

    The Hydro Solution family is growing! Come join a growing organization that is committed to customer satisfaction and the well-being of its employees. **Role** As an Expert Customer Service Advisor, we will call on your advisory strengths to respond to customers, according to their water heater needs. Your goal? Guarantee a remarkable customer experience...


  • Anjou, Canada Hydro Solution Full time

    The Hydro Solution family is growing! Come join a growing organization that is committed to customer satisfaction and the well-being of its employees. **Role** As an Expert Customer Service Advisor, we will call on your advisory strengths to respond to customers, according to their water heater needs. Your goal? Guarantee a remarkable customer experience...


  • Anjou, Canada Marché Bachir Inc. Full time

    Cashier in a little neighborhood grocerie store opened 8 am to 9 pm everyday, which offers both deliveries and in person customer service. Experience: - Some experience in customer service. - Some experience in grocerie stores, exemple : knowing Cigarettes, how to use the Lotto Quebec machine, etc. - No minimum education required, must speak fluent french...


  • Anjou, Canada Mitten Building Products Full time

    Summary This position is responsible for providing customer support and maintaining positive customer relations while responding to problems and inquiries. To maintain productive working relationships with internal and external customers and co-ordinate all aspects of siding, allied and promotional orders from receipt to delivery. Job Duties Assist...


  • Anjou, Canada Mitten Building Products Full time

    **Summary** This position is responsible for providing customer support and maintaining positive customer relations while responding to problems and inquiries. To maintain productive working relationships with internal and external customers and co-ordinate all aspects of siding, allied and promotional orders from receipt to delivery. **Job Duties** -...


  • Anjou, Canada Hydro Solution Full time

    The Hydro Solution family is growing! Come join an organization that cares about customer satisfaction and the well-being of its employees. **Role** As an Expert Customer Service Advisor, you’ll have to leverage your advisory strengths to advise clients in their water heater needs. Your goal? To provide an excellent customer experience and meet expected...


  • Anjou, Canada Windsor Salt LTD-WCSC Full time

    For more than 125 years, Windsor Salt has improved the lives of Canadians by making their food tastier, their roads safer, their pools cleaner, and so much more. From the salt we mine and produce through evaporative processes, Windsor Salt is a trusted authority on salt in Canada and has one of the industry's largest production and distribution networks....