Customer Experience Manager

Position Purpose:
 

Customer Experience Managers (CXM) 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 following SOPs. CXMs will provide input to Store Manager and Assistant Store Managers 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.

Key Responsibilities:

• 50% - Manager on Duty - Validate daily store priorities with ASMs and SMs Ensure associates complete all store checklist in accordance with timing expectations. 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. Provide input to associates, verify issue correction, and preventative action in 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 DS or ASM as required.
• 25% - People - Ensure adherence to work rule policies regarding safety referenced in the Standards of Performance. 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 punches, variances, schedule changes, receive "call outs" and communicate with ASMs and SM regarding follow-up actions. Provide in the moment coaching based on observations and behavior. Partners with ASMs regarding formal performance conversations and discipline. Holds associates accountable for following all SOPs. Recognizes associates for demonstrating expectations Use recognition tools (BRAVO / Homer) to highlight associates demonstrating value based behaviors and productivity.
• 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.
   

Direct Manager/Direct Reports:

• This Position typically reports to Store Manager.
• This role has 0 direct reports.

                    
Travel Requirements:

• 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.
   

Minimum Qualifications:

• Must be 18 years of age or older.
• Must be legally permitted to work in the United States.
• Ability to work a flexible schedule.

Preferred Qualifications:

• Whole store management
• Big box retail experience
• Home improvement industry experience
   

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
   

Preferred Education:

• Minimal or no education requirements.

Minimum Years of Work Experience:

• 3
   

Preferred Years of Work Experience:

• 0
   

Minimum Leadership Experience:

• No previous leadership experience

Preferred Leadership Experience:

• No previous leadership experience

Certifications:

• None

Competencies:

• Self-Development
• Drives Engagement
• Communicates Effectively
• Customer Focus
• Develops Talent
• Drives Results
• Manages Conflict