Customer Experience Manager

1 month ago


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

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.
People Management:
  • 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.
Manager on Duty:
  • 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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