Customer Experience Manager - Franklin, TN - #734
Company: The Home Depot
Location: Downers Grove
Posted on: March 18, 2023
Job Description:
Position Purpose: Customer Experience Managers (CXMs) 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 process.
CXMs manage all activities required to ensure a safe opening and
closing process. They coach associates, address customer service
escalations, and perform Manager on Duty (MOD) responsibilities.
CXMs communicate priorities, ensure daily tasks are completed and
that the store is running smoothly. 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
within standard operating procedures (SOPs). CXMs will provide
input to the Store Manager (SM) and Assistant Store Managers (ASM)
on Associate performance through the 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. Major Tasks, Responsibilities & Key
Accountabilities: 25% Service:
- Drive customer service and associate engagement; coach
Associates on proper customer service techniques and ensure team is
providing the highest level of customer service.
- Resolve customer escalations within the store and through
Customer Care.
- Ensure Department Supervisors and Floor Sales Associates are
prepared for high-volume sales periods.
- Monitor customer flow through checkouts and take action to
ensure customers are receiving fast, friendly service.
- Take corrective action as necessary. 25% People:
- Provide in the moment coaching based on observations and
behavior.
- Partner with Assistant Store Managers (ASM's) regarding formal
performance conversations and discipline.
- Recognize Associates for demonstrating expectations and use
recognition tools (Associate Awards) to highlight associates
demonstrating value based behaviors and productivity.
- 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 time-clock punches, variances,
schedule changes, receive call outs and communicate with ASMs and
SM regarding follow-up actions
- Ensure adherence to work rule policies regarding safety
referenced in the Standards of Performance.
- Hold Associates accountable for following all SOPs. 50% Manager
on Duty:
- Lead store kickoff meeting and walk each department to ensure
store readiness.
- Communicate messages, priorities and task to all
associates.
- Perform Opening, Closing and MOD tasking as well as other whole
store focus responsibilities.
- Validate daily store priorities with ASMs and SMs.
- Ensure associates complete all store checklist in accordance
with timing expectations.
- Provide input to associates, verify issue correction, and
preventative action is put in place.
- Ensure Associates follow all safety and Hazmat procedures and
Safety Matters guidelines at all times.
- Make sure all equipment and machines are functioning
properly.
- Review current and upcoming events and ads to determine if any
action is required, partner with appropriate Department Supervisor
or Assistant Store Manager as required. Direct Manager/Direct
Reports:
- Reports to Store Manager
- Accountable for direct supervision of the work activities of
others. This may include direct supervision of a shift or the
coordination of multiple work groups.Travel: No travel required.
Physical Requirements:
- Must continuously stand or walk or regularly requires
lifting/handling/carrying material or equipment of moderate weight
(8-20 pounds). Working Conditions:
- Typically located in a comfortable indoor area. There may be
regular exposure to mild physical discomfort from factors such as
dust, fumes or odors, temperature extremes, loud noise, strong
drafts, or bright lights.
Keywords: The Home Depot, Downers Grove , Customer Experience Manager - Franklin, TN - #734, Executive , Downers Grove, Illinois
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