Directeur(rice) Expérience Client - Home Depot Laval

The Home Depot•Laval, QC

11d•Onsite

About The Position

Customer Experience Managers (CXM) are integral members of the store leadership and management team at The Home Depot. They are responsible for overseeing the execution of store standards across the entire store, which includes ensuring excellent customer service, department readiness, and adherence to operational processes. CXMs manage all activities necessary for a safe opening and closing of the store. Their primary accountability is the delivery of exceptional customer service, achieved through coaching associates and effectively addressing customer service escalations. In situations where a CXM is the sole manager available, they are expected to make business and associate-related decisions, collaborating with appropriate resources and strictly following company policies. CXMs contribute to performance management and talent planning discussions by providing input to the Store Manager and Assistant Store Managers regarding associate performance. Although CXMs do not have direct reports, they play a role in the selection and hiring process when needed.

Requirements

At least one year of relevant work experience as a leader/supervisor
Organizational skills
Problem-solving skills
Advanced communication skills
Must be able to work a flexible schedule

Nice To Haves

2 years of customer service experience
1 to 2 years Retail or Trade experience

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.