Customer Experience Manager (THUNDER BAY)

The Home Depot•Thunder Bay, ON

1d•Onsite

About The Position

Customer Experience Managers (CXM) are members of the store leadership and management team, overseeing execution of store standards across the entire store, including customer service, department readiness, and operational processes. CXMs manage all activities required to ensure a safe opening and closing process. CXMs are accountable for delivery of customer service within the store by: coaching associates, and addressing customer service escalations. At times, CXMs may be the only Manager available and will be expected to make business and associate decisions in partnership with appropriate resources and following policies. CXMs will provide input to the Store Manager and Assistant Store Managers on Associates performance through ongoing performance management, and talent planning discussions. Although the CXM does not have direct reports, they will participate in the selection and hiring process as needed.

Requirements

Organizational skills
Problem-solving skills
Advanced communication skills
Must be able to work a flexible schedule.
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

Nice To Haves

Naturally curious and eager to keep learning

Responsibilities

Drive customer service and associate engagement; coach and train associates on proper customer service techniques and ensure team is providing the highest level of customer service.
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.
Conducts 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.
Ensure adherence to work policies regarding safety and hold associates accountable for following all policies.
Lead store kickoff meeting and walk each department to ensure store readiness.
Communicate messages, priorities, and task to all associates.
Responsible for Opening, Closing and MOD tasking as well as other whole store focus responsibilities; responsible for managing and directing day-to-day operations of the store.
Ensure associates complete all store checklists in accordance with timing expectations.
Provide feedback to associates and verify issue correction and preventive action in place.
Ensure all equipment and machines are functioning properly.
Review current and upcoming events and ads to determine if any action is required; partner with appropriate DS or ASM as required.