Customer Experience Manager

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Customer Experience Manager

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 will communicate priorities and ensure daily task 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 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 and hiring process as needed.

Responsibilities and Tasks:

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 Associates are prepared for high-volume periods
Monitor customer flow through checkouts and take action to ensure customers are receiving fast, friendly service. Take corrective action as necessary.

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, and receive “call outs,” and communicates 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.

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 and verify issue correction, 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

Minimum Requirements:
Must be 18 years or older
Must be legally permitted to work in the Canada
Ability to work a flexible schedule
3 Years of Relevant Work Experience

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