Customer Experience Manager

Customer Experience Manager

With a career at The Home Depot, you can be yourself and also be part of something bigger.

CXM are members of the store leadership team that oversees execution of store standards across the entire store, including customer service, department readiness, and operational process. They coach associates, address customer service escalations, and perform Manager on Duty (MOD) responsibilities. The position will teach, coach, and train associates on Home Depot policies and procedures and ensure all associates work safely at all times.

They communicate priorities, ensure daily tasks are completed, and keep the store running smoothly. When they are the only manager available, they make business and associate decisions in partnership with appropriate resources and following SOPs. CXM provides input to the Store Manager and Assistant Store Managers on associate performance through ongoing performance management and talent planning discussions. Although the CXM does not have direct reports, they participate in the selection process as needed.

• 25% - Customer Service / Experience - Drive customer service and associate engagement; coach associates on proper customer service techniques and ensure team is providing the highest level of customer service. Lead GET culture and set the example, observe customer interactions, recognize wins and coach on ways to improve. Ensure customer concerns are solved effectively and take necessary actions to resolve situations promptly.
  
  Ensure all associates understand the impact of excellent customer service, in‑stock, and store appearance. Recognize great customer service behaviors. Provide feedback on service standards. Monitor customer flow through checkouts and take action to ensure customers are receiving fast.
• 25% - People - Provide in‑the‑moment coaching based on observations and behavior. Partners with ASMs regarding formal performance conversations and discipline. Recognizes associates for demonstrating expectations. Use recognition tools (BRAVO / Homer) to highlight associates demonstrating values‑based behaviors and productivity. Walk Top / Bottom Sales and Shrink classes in the store with associates, reviewing safety, on‑shelf availability, and Store Appearance Standards.
  
  Review productivity tasks across store tasking platforms and conduct quality walks of recently completed tasks. Walk off‑shelf merchandising locations; ensure areas are set according to MAP or regional direction. Ensure associates have completed training requirements of position. Give input to ASMs on associate performance and participate in talent planning for all hourly associates. Assist SM and ASMs with associate interview and hiring process.
  
  Approve and address missed punches, variances, schedule changes, receive "call outs," and communicate with ASMs and SM regarding follow‑up actions. Communicate and ensure associates adhere to store standards. Adhere to all Company policies and procedures and holds associates accountable for the same.
• 25% - Safety - Ensure associates follow all safety and hazmat procedures and Safety Matters guidelines at all times. Complete specified safety training courses applicable to role and follow all prevention policies and procedures. Use Proper PPE (Personal Protective Equipment) and guide associates on proper use. Utilize proper lifting techniques and educate store associates on these practices. Obey the required safe distances around Lift Equipment and guide other associates on the correct policies.
  
  Adhere to work rules identified in Standard Operating Procedures and inform store associates on these rules. Immediately correct unsafe conditions and offer assistance to customers who are shopping in an unsafe manner; ensure that aisles and flooring surfaces are safe. Ensure associates complete all store checklist in accordance with timing expectations. Provide input to associates, verify issue correction, and preventative action in put in place.
  
  Recognize store associates for safe behavior.
• 25% - Shared Manager On Duty - Lead store kickoff meeting and walk each department to ensure store readiness.…