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    Customer Experience Manager - North Little Rock, United States - The Home Depot

    The Home Depot
    The Home Depot North Little Rock, United States

    2 weeks ago

    The Home Depot background
    Description

    Position Purpose:

    Customer Experience Managers (CXM) play a key role in the store leadership team, ensuring that store standards are met in areas such as customer service, department readiness, and operational processes. They oversee the safe opening and closing of the store, coach associates, address customer issues, and fulfill Manager on Duty (MOD) responsibilities. CXMs are responsible for training associates on company policies, maintaining a safe work environment, and keeping operations running smoothly. Although they do not have direct reports, CXMs provide valuable input to Store Managers and Assistant Store Managers on associate performance and participate in the selection process. Every associate is accountable for creating a safe workspace by adhering to safety policies and standards, completing necessary training, and working in a manner that prioritizes safety for everyone.

    Key Responsibilities:

    • 25% - Customer Service / Experience - Drive high levels of customer service and engagement among associates, coach on best practices, and lead by example in fostering a positive customer experience. Address customer concerns promptly, ensure team awareness of the importance of customer service, in-stock levels, and store appearance. Provide feedback on service standards, monitor customer flow, and take action to improve efficiency.
    • 25% - People - Offer real-time coaching, recognize positive behavior, and partner with Assistant Store Managers on performance discussions. Utilize recognition tools to acknowledge associates, review safety protocols, and ensure tasks are completed accurately. Conduct quality checks and provide input on associate performance and development.
    • 25% - Safety - Enforce safety procedures, provide training, and ensure compliance with safety guidelines at all times. Guide associates on proper safety practices, correct unsafe conditions, and promote a culture of safety consciousness. Recognize and reward safe behavior among associates.
    • 25% - Shared Manager On Duty - Lead store meetings, coordinate tasks, and ensure overall store readiness. Collaborate with other managers to prioritize daily activities, handle opening and closing duties, and maintain a smooth operation. Validate completion of tasks, address issues, and make decisions to uphold store standards and customer service.

    Direct Manager/Direct Reports:

    • This Position reports to the Store Manager.
    • This Position does not have direct reports.

    Travel Requirements:

    • No travel is necessary for this position.

    Physical Requirements:

    • This role involves continuous standing or walking, and occasional lifting or moving of moderate-weight items (8-20 pounds).

    Working Conditions:

    • This position is primarily indoors, with any challenging conditions being rare and minimal.

    Minimum Qualifications:

    • Applicants must be eighteen years of age or older.
    • Legal authorization to work in the United States is required.

    Preferred Qualifications:

    • None

    Minimum Education:

    • High School diploma or GED equivalent.

    Preferred Education:

    • None

    Minimum Years of Work Experience:

    • 1 year

    Preferred Years of Work Experience:

    • None

    Minimum Leadership Experience:

    • None

    Preferred Leadership Experience:

    • None

    Certifications:

    • None

    Competencies:

    • Action Oriented
    • Directs Work
    • Builds Effective Teams
    • Drives Engagement
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