2032 Customer Experience Manager Jobs in United States

The Home Depot
Alpharetta, GA | Full Time
2 Months Ago
Brilliant Earth
Pasadena, CA | Full Time
$116k-163k (estimate)
2 Days Ago
Northone
San Francisco, CA | Full Time
$145k-183k (estimate)
2 Days Ago
Brilliant Earth
Santa Monica, CA | Full Time
$116k-163k (estimate)
2 Days Ago
Five Below
Oxon Hill, MD | Full Time
$104k-144k (estimate)
2 Days Ago
The Home Depot
Joplin, MO | Full Time
2 Days Ago
The Home Depot
Claremont, NH | Full Time
$73k-98k (estimate)
2 Days Ago
Northone
New York City, NY | Full Time
$137k-172k (estimate)
2 Days Ago
Brilliant Earth
Nashville, TN | Full Time
$97k-136k (estimate)
2 Days Ago
Brilliant Earth
Fairfax, VA | Full Time
$116k-162k (estimate)
2 Days Ago
Our World Energy
Peoria, AZ | Full Time
$90k-128k (estimate)
3 Days Ago
The Home Depot
Shakopee, MN | Full Time
$76k-102k (estimate)
3 Days Ago
Synchrony Bank
Charlotte NC US, NC | Full Time
$59k-75k (estimate)
3 Days Ago
The Home Depot
Rock Hill, SC | Full Time
$69k-92k (estimate)
3 Days Ago
The Home Depot
Easley, SC | Full Time
$66k-88k (estimate)
3 Days Ago
The Home Depot
Kerrville, TX | Full Time
$69k-92k (estimate)
3 Days Ago
Octo
Reston, VA | Full Time
$135k-184k (estimate)
3 Days Ago
Suitsupply
Los Angeles, CA | Full Time
$116k-163k (estimate)
4 Days Ago
Five Below
Hixson, TN | Full Time
$84k-117k (estimate)
4 Days Ago
Five Below
Milwaukee, WI | Full Time
$92k-128k (estimate)
4 Days Ago
Five Below
Trenton, NJ | Full Time
$87k-117k (estimate)
5 Days Ago
Macy's, Inc.
Waldorf, MD | Full Time
$103k-160k (estimate)
7 Days Ago
The Home Depot
Buffalo, NY | Full Time
$70k-93k (estimate)
7 Days Ago
Homespire Remodeling Group
Lewisberry, PA | Full Time
$103k-133k (estimate)
7 Days Ago
The Home Depot
Bluffton, SC | Full Time
$67k-90k (estimate)
7 Days Ago
The Home Depot
Richland, WA | Full Time
$75k-101k (estimate)
7 Days Ago

Customer Experience Manager

The Home Depot Alpharetta, GA
Full Time | Retail 2 Months Ago

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 operation procedures. 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 Standard Operating Procedures (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.

Nature and Scope:
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.

Environmental Job Requirements:
Environment: Usually in a comfortable environment but with regular exposure to factors causing moderate physical discomfort from such things as dust, fumes or odors.
Travel: No travel required.
Standard Minimum Qualifications:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Ability to work a flexible schedule

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

Years of Relevant Work Experience: 3 years

Physical Requirements: Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Preferred Qualifications:
- Whole store management
- Big box retail experience
- Home improvement industry experience

Knowledge, Skills, Abilities and Competencies:
- Customer Focus
- Drives Results
- Manages Conflict
- Develops Talent
- Communicates Effectively
- Drives Engagement
- Self-Development

WEBSITE

homedepot.com

HEADQUARTERS

COLUMBUS, OH

SIZE

>50,000

FOUNDED

1977

CEO

JASON GAGE

REVENUE

>$50B

INDUSTRY

Retail

Related Companies
About The Home Depot

The Home Depot, the worlds largest home improvement specialty retailer, values and rewards dedicated, knowledgeable and experienced professionals. We operate over 2,200 retail stores in all 50 states, the District of Columbia, Puerto Rico, the U.S. Virgin Islands, Guam, Canada and Mexico. All of our associates have one thing in mind helping our customers build and improve upon their homes. Join The Home Depot team today and see for yourself why we are consistently ranked as a top Fortune 500 company.

Show more

The Home Depot
Full Time
$43k-58k (estimate)
2 Days Ago
The Home Depot
Full Time
$53k-73k (estimate)
2 Days Ago
The Home Depot
Full Time
$72k-107k (estimate)
2 Days Ago

The following is the career advancement route for Customer Experience Manager positions, which can be used as a reference in future career path planning. As a Customer Experience Manager, it can be promoted into senior positions as a Customer Experience Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Experience Manager. You can explore the career advancement for a Customer Experience Manager below and select your interested title to get hiring information.

Hybrid Hire
Full Time
$182k-234k (estimate)
2 Days Ago
TEND
Full Time
$96k-129k (estimate)
4 Days Ago

If you are interested in becoming a Customer Experience Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Experience Manager for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

Quotes from people on Customer Experience Manager job description and responsibilities

Begins with understanding each customer and their specific need.

01/05/2022: Muskegon, MI

Collecting customers’ feedback keeps the CEM on the right track to designing the perfect customer experience.

02/23/2022: Lima, OH

They supervise the customer experience and service teams, direct and monitor their activities and train their members.

01/19/2022: Pensacola, FL

They're also responsible for leading both the customer service and the customer experience teams.

02/21/2022: Charleston, SC

Businesses need to acknowledge customer feelings, which can be done through active listening, making statements and asking questions related to what the customer has said.

02/11/2022: Roanoke, VA

Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Customer Experience Manager jobs

They work alongside upper management to promote retention of customers and overall positive experience with the brand.

12/23/2021: Idaho Falls, ID

Customer experience managers are also responsible for overseeing the hiring and training of customer experience personnel to ensure an effective workforce.

01/20/2022: Passaic, NJ

Measure and analyse customer feedback.

02/11/2022: Bradenton, FL

Build and maintain strong, long-lasting customer relationships as the result of being a trusted advisor.

12/21/2021: Alexandria, LA

Operate with understanding, utilize active listening, patience, empathy, and kindness to customers and Team Members alike.

03/03/2022: Newark, NJ

Step 3: View the best colleges and universities for Customer Experience Manager.

Butler University
Carroll College
Cooper Union
High Point University
Princeton University
Providence College
Show more