CUSTOMER EXPERIENCE MANAGER

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Job description

ob Description:Customer Experience Managers (CXM) are members of the store leadership 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 will communicate priorities, ensure daily tasks are completed and 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 following SOPs. CXMs will provide input to Store Manager and Assistant Store Managers on Associates performance through the ongoing performance management and talent planning discussions. Although the CXM does not have direct reports, they will participate in the selection process as needed. REPLENISHMENT: Partner with Night Operations ASM to determine responsibilities to drive efficiencies and overnight productivity. Supervise the unload, pack-out, and pack-down processes to allow NOASM to focus on driving productivity. Execute Bay Directed Pack down Quality Walks to ensure associates are completing the process correctly. Ensure all trucks and trailers are received and unloaded timely and efficiently. Ensure all freight is packed out or placed in overhead bins quickly and efficiently. Ensure that all trash is cleaned up and the store is Grand Opening ready at the end of the shift. Prioritize and communicate messages and tasks to all associates and leaders in store. PEOPLE: Provide in the moment coaching based on observations and behavior. Partners with Night Operations ASMs regarding formal performance conversations and discipline. Recognizes associates for demonstrating expectations. Use recognition tools (BRAVO / Homer) to highlight associates demonstrating value-based behaviors and productivity. Give input to Night Operations ASM on associate performance and participate in talent planning for all hourly associates. Assist SM and Night Operations ASM with associate interview and hiring process. Approve and address missed punches, variances, schedule changes, receive "call outs" and communicate with Night. Operations ASM and SM regarding follow-up actions. Ensure adherence to work rule policies regarding safety referenced in the Standards of Performance. Holds associates accountable for following all SOPs. SAFETY: Ensure compliance with all Home Depot policies and procedures. Verify all safety and Hazmat procedures are followed. Make sure all Regulatory Compliance requirements are being followed and resolve issues as needed. Ensure compliance with all security and related policies applicable to closed store environment. Review any freight stored outside of the building and ensure it is secured and organized. NATURE AND SCOPE. Reports to Store Manager and Night Operations Assistant 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. PHYSICAL JOB REQUIREMENTS: Bending, stooping, reaching, twisting, lifting, pushing, pulling and moving merchandise and tools. Responding to public address system announcements, including customer services calls, pages, and general information. Moving around the store and be able to communicate with and assist associates & customers. Operating a computer. Identifying and reading reports, tickets and UPC labels. ENVIRONMENTAL JOB REQUIREMENTS. May encounter an uneven walking surface due to temporary cracks in the floor. May have exposure to dust, gas fumes emitted by power equipment, and noise. May be exposed to external weather conditions, drafts and interior temperature changes, and slippery floors. May handle merchandise, supplies, and tools with sharp edges or that contain hazardous materi. Essential Skills:Must be 18 years or older Must be legally permitted to work in the United States Additional Minimum Qualifications: Education Required: The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED. Years of Relevant Work Experience: 3 years. Physical Requirements: Requires intermittent periods during which continuous physical exertion is required, such as walking, standing, stooping, climbing, lifting material or equipment, some of which may be heavy or awkward. Additional Qualifications: Must be legally permitted to work in the United States Ability to work a flexible, minimum 55-hour weekly schedule. Preferred Qualifications: Whole store management Big box retail experience Home improvement industry experience. Knowledge, Skills, Abilities and Competencies: Customer Focus: Identifies opportunities and makes suggestions that benefit the customer. Can identify gaps in customer expectations. Drives Results: Has a track record of exceeding individual and group goals successfully despite obstacles and setbacks. Guides, encourages, and motivates others to drive towards individual and group desired results. Manages Conflict: Steps up to conflicts, seeing them as opportunities to grow perspective. Develops Talent/Develops others; provides coaching, feedback, and guidance to improve performance. Communicates Effectively: Communicates clearly, uses active listening. Drives Engagement: Drives to do one's best; encourages others to do so. Self-Development: Takes steps to develop new skills. Uses both formal and informal development opportunities. Looks for ways to apply new skills on the job.