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Customer Experience Manager

2 months ago

Saskatoon, Saskatchewan, Canada The Home Depot Full time

About The Home Depot

The Home Depot is a leading home improvement retailer, dedicated to providing customers with a wide range of products and services to enhance their homes and communities.

Job Summary

We are seeking a highly motivated and experienced Customer Experience Manager to join our team. As a Customer Experience Manager, you will be responsible for overseeing the execution of store standards across the entire store, including customer service, department readiness, and operational process.

Key Responsibilities

  • Customer Service:
    • Drive customer satisfaction and associate engagement by coaching associates on proper customer service techniques and ensuring the team is providing the highest level of customer service.
    • Resolve customer escalations within the store and through our customer service department.
    • Ensure Department Supervisors and Associates are prepared for high-volume periods.
    • Monitor customer flow through checkouts and take action to ensure customers are receiving fast, friendly service.
  • People:
    • Provide in-the-moment coaching based on observations and behavior.
    • Partner with Assistant Store Managers regarding formal performance conversations and discipline.
    • Recognize associates for demonstrating expectations.
    • Use recognition tools to highlight associates demonstrating value-based behaviors and productivity.
    • Give input to Assistant Store Managers on associate performance and participate in talent planning for all hourly associates.
  • Manager on Duty:
    • Lead store kickoff meeting and walk each department to ensure store readiness.
    • Communicate messages, priorities, and tasks to all associates.
    • Perform Opening, Closing, and MOD tasking as well as other whole store focus responsibilities.
    • Validate daily store priorities with Assistant Store Managers and Store Managers.

Requirements

  • Must be 18 years or older.
  • Must be legally permitted to work in Canada.
  • Ability to work a flexible schedule.
  • 3 Years of Relevant Work Experience.

Preferred Qualifications

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