Customer Experience Manager-Calgary Market (Location TBD)
About the role
With a career at The Home Depot, you can be yourself and also be part of something bigger.
Position Overview:
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 processes. CXMs manage all activities required to ensure a safe opening and closing process. CXMs are accountable for delivery of customer service within the store by: coaching associates, and addressing customer service escalations. 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 policies. CXMs will provide input to the Store Manager and Assistant Store Managers on Associates performance through 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:
Customer Service
- Drive customer service and associate engagement; coach and train associates on proper customer service techniques and ensure team is providing the highest level of customer service.
- Assign, manage and direct associate’s work and duties to drive customer service results.
- Resolve customer escalations within the store and through Customer Care.
- Ensure store is prepared for high-volume periods.
- Monitor customer flow through checkouts and take action to ensure customers are receiving fast, friendly service.
People
- Provide in the moment direction, coaching and performance management based on observations and behavior. Conducts formal performance conversations and discipline on customer service matters.
- Use recognition tools to highlight associates demonstrating Home Depot’s core values.
- Identify and develop high potential associates for growth opportunities.
- Ensure adherence to work policies regarding safety and hold associates accountable for following all policies.
Manager on Duty
- Lead store kickoff meeting and walk each department to ensure store readiness. Communicate messages, priorities, and task to all associates.
- Responsible for Opening, Closing and MOD tasking as well as other whole store focus responsibilities; responsible for managing and directing day-to-day operations of the store.
- Ensure associates complete all store checklists in accordance with timing expectations. Provide feedback to associates and verify issue correction and preventive action in place.
- Ensure 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.
Competencies:
- Collaborates
- Communicates Effectively
- Customer Focus
- Decision Quality
Skills:
- Organizational skills
- Problem-solving skills
- Advanced communication skills
Direct Manager/Direct Reports:
- Store Manager
Travel Requirements:
- No travel requirements for this role
Physical Requirements:
- May involve bending, stooping, reaching, twisting, lifting, pushing, pulling, and moving merchandise and tools, climbing a ladder.
- May involve quickly responding to public address system announcements, including customer services calls, pages, and general information.
- Moving around the store and being able to communicate with and assist associates & customers.
- Operating a computer and other technology.
- Identifying and reading reports, tickets and UPC labels.
Working Conditions:
- Working within a flexible schedule that may include evening and weekends.
- Warehouse environment that can be dusty and noisy.
- Doors are frequently open, causing drafts and interior temperature changes.
Minimum Education:
- Highschool Diploma or Equivalent
Minimum Years of Work Experience:
- 2 years of customer service experience an asset
- 1 to 2 years Retail or Trade experience an asset
Minimum Leadership Experience:
- At least one year of relevant work experience as a leader/supervisor
Certifications:
- NA
Other Requirements/Assets:
- Must be able to work a flexible schedule.
About Home Depot Canada
The Home Depot Canada is the Canadian arm of the world’s largest home improvement retailer. The company has 182 stores in 10 Canadian provinces, employing more than 30,000 associates from coast-to-coast.
Our company is the largest home improvement retailer in Canada, the U.S. and Mexico. Our global expansion demonstrates how The Home Depot combines its vast knowledge of the home improvement industry with the needs, shopping trends and customs of each unique geography to best serve customers.
Based out of our dynamic Toronto-based Store Support Centre, we have many opportunities available for corporate professionals seeking a big challenge with great rewards. Our high-performing team consists of marketing and communication specialists, the industry’s best product merchants, and experts in financial and inventory planning. We also have exciting opportunities within our Supply Chain team including positions at our Distribution Centres.
The Home Depot’s values are the fabric of the company's unique culture and are central to our success. In fact, they are our competitive advantage in the marketplace. Associate pride and our "orange blooded" entrepreneurial spirit are distinctive hall marks of our company.
With our unprecedented growth, there's no better time to build your career at The Home Depot Canada.
Customer Experience Manager-Calgary Market (Location TBD)
About the role
With a career at The Home Depot, you can be yourself and also be part of something bigger.
Position Overview:
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 processes. CXMs manage all activities required to ensure a safe opening and closing process. CXMs are accountable for delivery of customer service within the store by: coaching associates, and addressing customer service escalations. 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 policies. CXMs will provide input to the Store Manager and Assistant Store Managers on Associates performance through 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:
Customer Service
- Drive customer service and associate engagement; coach and train associates on proper customer service techniques and ensure team is providing the highest level of customer service.
- Assign, manage and direct associate’s work and duties to drive customer service results.
- Resolve customer escalations within the store and through Customer Care.
- Ensure store is prepared for high-volume periods.
- Monitor customer flow through checkouts and take action to ensure customers are receiving fast, friendly service.
People
- Provide in the moment direction, coaching and performance management based on observations and behavior. Conducts formal performance conversations and discipline on customer service matters.
- Use recognition tools to highlight associates demonstrating Home Depot’s core values.
- Identify and develop high potential associates for growth opportunities.
- Ensure adherence to work policies regarding safety and hold associates accountable for following all policies.
Manager on Duty
- Lead store kickoff meeting and walk each department to ensure store readiness. Communicate messages, priorities, and task to all associates.
- Responsible for Opening, Closing and MOD tasking as well as other whole store focus responsibilities; responsible for managing and directing day-to-day operations of the store.
- Ensure associates complete all store checklists in accordance with timing expectations. Provide feedback to associates and verify issue correction and preventive action in place.
- Ensure 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.
Competencies:
- Collaborates
- Communicates Effectively
- Customer Focus
- Decision Quality
Skills:
- Organizational skills
- Problem-solving skills
- Advanced communication skills
Direct Manager/Direct Reports:
- Store Manager
Travel Requirements:
- No travel requirements for this role
Physical Requirements:
- May involve bending, stooping, reaching, twisting, lifting, pushing, pulling, and moving merchandise and tools, climbing a ladder.
- May involve quickly responding to public address system announcements, including customer services calls, pages, and general information.
- Moving around the store and being able to communicate with and assist associates & customers.
- Operating a computer and other technology.
- Identifying and reading reports, tickets and UPC labels.
Working Conditions:
- Working within a flexible schedule that may include evening and weekends.
- Warehouse environment that can be dusty and noisy.
- Doors are frequently open, causing drafts and interior temperature changes.
Minimum Education:
- Highschool Diploma or Equivalent
Minimum Years of Work Experience:
- 2 years of customer service experience an asset
- 1 to 2 years Retail or Trade experience an asset
Minimum Leadership Experience:
- At least one year of relevant work experience as a leader/supervisor
Certifications:
- NA
Other Requirements/Assets:
- Must be able to work a flexible schedule.
About Home Depot Canada
The Home Depot Canada is the Canadian arm of the world’s largest home improvement retailer. The company has 182 stores in 10 Canadian provinces, employing more than 30,000 associates from coast-to-coast.
Our company is the largest home improvement retailer in Canada, the U.S. and Mexico. Our global expansion demonstrates how The Home Depot combines its vast knowledge of the home improvement industry with the needs, shopping trends and customs of each unique geography to best serve customers.
Based out of our dynamic Toronto-based Store Support Centre, we have many opportunities available for corporate professionals seeking a big challenge with great rewards. Our high-performing team consists of marketing and communication specialists, the industry’s best product merchants, and experts in financial and inventory planning. We also have exciting opportunities within our Supply Chain team including positions at our Distribution Centres.
The Home Depot’s values are the fabric of the company's unique culture and are central to our success. In fact, they are our competitive advantage in the marketplace. Associate pride and our "orange blooded" entrepreneurial spirit are distinctive hall marks of our company.
With our unprecedented growth, there's no better time to build your career at The Home Depot Canada.