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Directeur(trice) expérience client
- Boisbriand, QC, Canada
Full-time
This opening has closed.
The original listing is kept below for reference.
Job details
- Job type
- Full-time
- Closing date
- Posting language
- English
- Posted
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Archived listing. The details below describe a past opening.
Are you someone who thrives on helping others succeed, enjoys making an impact, and takes pride in guiding customers to the right solutions for their projects? If you’re also naturally curious and eager to keep learning, consider starting or growing your career with us at The Home Depot.
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
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.
- 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.
- 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.
- Collaborates
- Communicates Effectively
- Customer Focus
- Decision Quality
- Organizational skills
- Problem-solving skills
- Advanced communication skills
- Store Manager
- No travel requirements for this role
- 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 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.
- Highschool Diploma or Equivalent
- 2 years of customer service experience an asset
- 1 to 2 years Retail or Trade experience an asset
- At least one year of relevant work experience as a leader/supervisor
- NA
- Must be able to work a flexible schedule.
More about this job
Responsibilities
Lead store-wide customer service and operational readiness, including opening and closing procedures, daily task direction, and preparation for high-volume periods. Coach associates, resolve customer escalations, manage performance and safety expectations, and support store leadership with talent planning.
Requirements
A high school diploma or equivalent is required, along with at least one year of relevant leadership or supervisory experience. Two years of customer service experience and one to two years of retail or trade experience are assets, and candidates must be able to work a flexible schedule.
Skills
- Customer Service
- Coaching
- Training
- Performance Management
- Problem-Solving
- Communication
- Organizational Skills
- Decision-Making
- Team Leadership
- Conflict Resolution
- Store Operations
- Safety Compliance
- Talent Development
Visa sponsorship
Not detected in the job text
Categories
- Retail
- Management & Leadership
- Customer Service & Support
- Sales
Keywords
- Customer Experience
- Customer Service
- Retail
- Store Operations
- Store Readiness
- Opening And Closing Procedures
- Manager On Duty
- Associate Engagement
- Coaching
- Training
- Performance Management
- Talent Planning
- Hiring
- Customer Escalations
- Customer Care
- Checkout Flow
- Safety Compliance
- Work Policies
- Operational Processes
- Store Checklists
- Equipment And Machinery
- High-Volume Periods
- Department Readiness
- Home Depot Core Values
- Flexible Schedule