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4 Customer Experience Manager Jobs in Tewksbury, MA

The Home Depot
Tewksbury, MA | Full Time
$83k-111k (estimate)
6 Months Ago
Tewksbury, MA | Full Time
$64k-86k (estimate)
3 Days Ago
Fidelity Investments
Tewksbury, MA | Full Time
$59k-71k (estimate)
2 Weeks Ago
American Air
Tewksbury, MA | Full Time
$58k-77k (estimate)
3 Months Ago
Customer Experience Manager
The Home Depot Tewksbury, MA
$83k-111k (estimate)
Full Time | Retail 6 Months Ago

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The Home Depot is Hiring a Customer Experience Manager Near Tewksbury, MA

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:
  • 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. Partners with 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 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 Ensure adherence to work rule policies regarding safety referenced in the Standards of Performance. Holds 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 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
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 Requirements:
  • No travel required.
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.
Working Conditions:
  • Usually in a comfortable environment but with regular exposure to factors causing moderate physical discomfort from such things as dust, fumes or odors.
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
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:
  • No additional education
Minimum Years of Work Experience:
  • 3
Preferred Years of Work Experience:
  • No additional years of experience
Minimum Leadership Experience:
  • None
Preferred Leadership Experience:
  • None
  • None
  • Customer Focus
  • Drives Results
  • Manages Conflict
  • Develops Talent
  • Communicates Effectively
  • Drives Engagement
  • Self-Development

Job Summary


Full Time




$83k-111k (estimate)


















Related Companies
About 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.

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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.

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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
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