Pro Services Manager

Floor & Decor • Atlanta, GA

8d • Onsite

About The Position

The Pro Services Program Manager plays a critical role in advancing the company’s PRO and Loyalty strategy by overseeing the execution and continuous improvement of key programs that support professional customer growth and retention. This role combines strategic planning with operational execution, requiring close collaboration across Operations, Marketing, Finance, Strategy, and Data Analytics. The position is responsible for managing program performance, driving process optimization, and enhancing the overall customer experience within the PRO segment. Through data-driven insights and cross-functional partnership, the Pro Services Program Manager ensures alignment of program initiatives with broader business goals and contributes to the long-term success of the PRO and Loyalty platform.

Requirements

• Bachelors Degree in Business, Marketing, Analytics, or a related field required.
• 3+ years of experience in data analysis, business operations, or program management, ideally within a retail or customer loyalty context.
• Proven ability to analyze complex data, identify actionable insights, and translate findings into strategic recommendations.
• Demonstrated initiative and ownership — a self-starter who proactively identifies opportunities and drives them to completion.
• Advanced proficiency in Microsoft Excel and PowerPoint; experience with Salesforce, Power BI, or similar tools is a strong plus.
• Strong communication and presentation skills, with the ability to influence stakeholders across all levels of the organization.
• Experience supporting field teams or customer-facing operations, with a commitment to delivering exceptional service.
• Ability to thrive in a fast-paced, high-growth environment with shifting priorities and cross-functional collaboration.

Nice To Haves

• Prior experience with loyalty programs, customer segmentation, or CRM systems is highly desirable.

Responsibilities

• Lead the strategy, execution, and continuous improvement of Floor and Decor’s PRO Premier Rewards Loyalty Program, ensuring alignment with business goals. Provide support to field leadership and store teams, serving as the subject matter expert for loyalty processes and policies.
• Serve as the primary point of contact for store teams and field leadership, providing expert guidance on loyalty processes, policies, and best practices.
• Design, build, and maintain dashboards and reporting tools (Salesforce, Power BI, Excel) to monitor program performance and uncover growth opportunities.
• Drive customer acquisition, retention, and engagement initiatives to expand the PRO Services footprint and increase sales.
• Conduct deep-dive analyses to uncover trends, synthesize insights, and present findings to senior leadership with clear recommendations.
• Collaborate with Marketing, IT, Finance, and Strategy teams to launch new initiatives, streamline operations, and enhance the customer experience.
• Develop and maintain SOPs, training materials, and internal communications to ensure consistency and clarity across all store locations.
• Manage vendor relationships, ensuring timely fulfillment, issue resolution, and compliance with program standards.

Benefits

• Bonus opportunities & career advancement opportunities at every level
• 401k with company match
• Employee Stock Purchase Plan
• Referral Bonus Program
• Medical, Dental, Vision, Life, and other Insurance Plans (subject to eligibility criteria)
• Paid vacation and sick time for eligible associates
• Paid holidays plus a personal holiday
• Paid Volunteer Time Off that starts on Day 1

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level