Customer Experience Manager - Home Depot, Newmarket

Responsibilities of a Customer Experience Manager

As a Customer Experience Manager (CXM) at Home Depot, you will be a vital part of the store leadership team, ensuring high standards across all operations. Your primary focus will be on driving exceptional customer service and operational excellence, coaching associates, and managing store readiness. This role requires a proactive approach to problem-solving and a commitment to fostering a positive environment for both customers and associates.

• Drive customer service and associate engagement; coach and train associates on proper customer service techniques and ensure the team is providing the highest level of 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 the store is prepared for high-volume periods and monitor customer flow through checkouts to ensure fast, friendly service.
• Provide in-the-moment direction, coaching, and performance management based on observations and behaviour.
• Conduct 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 meetings and walk each department to ensure store readiness, communicating messages, priorities, and tasks to all associates.
• Responsible for Opening, Closing, and Manager on Duty (MOD) tasking, as well as other whole store focus responsibilities, managing and directing day-to-day operations of the store.
• Ensure associates complete all store checklists in accordance with timing expectations, provide feedback, and verify issue correction and preventive action.
• Ensure all equipment and machines are functioning properly.
• Review current and upcoming events and advertisements to determine if any action is required, partnering with appropriate Department Supervisors or Assistant Store Managers as needed.

Skills and Experience for Success

To excel in this Customer Experience Manager role, you will bring a blend of leadership, communication, and problem-solving abilities. Your capacity to collaborate effectively and maintain a strong customer focus will be key to your success in managing store operations and supporting our dedicated associates.

• Strong organizational skills to manage diverse store operations.
• Proven problem-solving skills to address challenges efficiently.
• Advanced communication skills for effective interaction with associates and customers.
• Demonstrated ability to collaborate with team members and other managers.
• A customer focus mindset, committed to delivering exceptional service.
• Sound decision-making quality, especially when acting as the sole manager on duty.
• At least one year of relevant work experience as a leader/supervisor.
• 2 years of customer service experience (an asset).
• 1 to 2 years of Retail or Trade experience (an asset).

About Home Depot Careers

The Home Depot is a leading home improvement retailer, committed to helping customers achieve their project goals. We believe in fostering an environment where associates can thrive, learn, and make a significant impact. If you are someone who enjoys guiding customers to the right solutions and is eager for continuous learning, consider starting or growing your career with us. We value associates who demonstrate our core values and actively seek to identify and develop high potential individuals for growth opportunities within our stores, including our Newmarket location.

Perks and Benefits

Joining Home Depot in Newmarket means becoming part of a team that values your contribution and growth. We offer a competitive salary for this contract role and provide opportunities for professional development within a dynamic retail environment.

• Competitive salary range of $46,400.00 - $52,300.00.
• Opportunity to make an impact within a leading retail organization.
• Access to recognition tools that highlight associates demonstrating Home Depot’s core values.
• Support for identifying and developing high potential associates for future growth opportunities.
• Experience in a leadership role within a busy retail store environment.