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Customer Experience Manager

Woodridge, IL | Full Time
Expired

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 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.

Additional Minimum Qualifications: 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

Skills for Customer Experience Manager

The job skills required for Customer Experience Manager include Leadership, Customer Service, Planning, Standard operating procedure, Team Management,and SOP etc. Having related job skills and expertise will give you an advantage when applying to be a Customer Experience Manager. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer Experience Manager. Select any job title you are interested in and start to search job requirements.

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How to Become a Customer Experience Manager

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 a Customer Experience Manager

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Step 2 Knowing the best tips for becoming a Customer Experience Manager can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

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

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