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Customer Experience Manager

2 months ago

Sudbury, Ontario, Canada The Home Depot Canada Full time
Customer Experience Manager Job Description

About the Role:

The Customer Experience Manager is a key member of the store leadership and management team, responsible for overseeing the execution of store standards across the entire store. This includes customer service, department readiness, and operational process.

Key Responsibilities:

  • Drive customer service and associate engagement by coaching associates on proper customer service techniques and ensuring the team provides the highest level of customer service.
  • Resolve customer escalations within the store and through Customer Care.
  • Ensure Department Supervisors and Associates are prepared for high-volume periods.
  • Monitor customer flow through checkouts and take action to ensure customers receive fast, friendly service.

People Management:

  • 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.

Manager on Duty:

  • Lead store kickoff meetings 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.

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.