FAQs
What is the main role of a Customer Experience Manager?
The main role of a Customer Experience Manager is to oversee the execution of store standards across all areas, focusing on customer service, departmental readiness, and operational processes, while also managing activities for safe store operations.
What are the key responsibilities of a Customer Experience Manager?
Key responsibilities include driving customer service, coaching associates, resolving customer escalations, ensuring store readiness, and performing Manager on Duty tasks.
What qualifications are required for this position?
Candidates must be 18 years or older, legally permitted to work in Canada, have the ability to work a flexible schedule, and possess a minimum of 3 years of relevant work experience.
Is previous experience required for this position?
Yes, a minimum of 3 years of relevant work experience is required, and it is preferred to have experience in whole store management, big box retail, or the home improvement industry.
What type of coaching is expected from a Customer Experience Manager?
A Customer Experience Manager provides in-the-moment coaching based on observations and behaviors, partners with Assistant Store Managers on formal performance conversations, and recognizes associates for demonstrating expected behaviors.
How does the Customer Experience Manager contribute to associate hiring?
The Customer Experience Manager assists the Store Manager and Assistant Store Managers with the associate interview and hiring process and provides input on associate performance during talent planning discussions.
What does the Manager on Duty (MOD) entail for this role?
As MOD, the Customer Experience Manager leads store kickoff meetings, ensures department readiness, validates daily priorities, oversees the completion of store checklists, and ensures compliance with safety procedures.
Are there any specific retail experiences preferred for this position?
Yes, preferred qualifications include experience in whole store management, big box retail, and the home improvement industry.
What should a Customer Experience Manager do in case of customer escalations?
The Customer Experience Manager is responsible for resolving customer escalations within the store and liaising with Customer Care when necessary.
Is there any focus on safety in this role?
Yes, ensuring adherence to safety policies and procedures is a critical part of the role, including holding associates accountable for following all Standard Operating Procedures (SOPs) and safety guidelines.