Customer Experience Manager
1 month ago
At The Home Depot Canada, we're committed to delivering exceptional customer experiences. As a Customer Experience Manager, you'll play a key role in ensuring our stores meet the highest standards of customer service, department readiness, and operational processes.
Key Responsibilities:- Drive customer service and associate engagement by coaching and training associates on proper customer service techniques.
- Assign, manage, and direct associate's work and duties to drive customer service results.
- Resolve customer escalations within the store and through Customer Care.
- Ensure store is prepared for high-volume periods.
- Monitor customer flow through checkouts and take action to ensure customers are receiving fast, friendly service.
- Provide in-the-moment direction, coaching, and performance management based on observations and behavior.
- Conduct formal performance conversations and discipline on customer service matters.
- Use recognition tools to highlight associates demonstrating Home Depot's core values.
- Identify and develop high-potential associates for growth opportunities.
- Lead store kickoff meetings and walk each department to ensure store readiness.
- Communicate messages, priorities, and tasks to all associates.
- Responsible for Opening, Closing, and MOD tasking as well as other whole-store focus responsibilities.
Requirements:
- High school diploma or equivalent.
- 2 years of customer service experience an asset.
- 1 to 2 years Retail or Trade experience an asset.
- At least one year of relevant work experience as a leader/supervisor.
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.
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