Position Purpose:
 

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 communicate priorities, ensure daily tasks 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 Associate 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.

Key Responsibilities:

• 50% - Manager on Duty - Validate daily store priorities with ASMs and SMs Ensure associates complete all store checklist in accordance with timing expectations. 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. Provide input to associates, verify issue correction, and 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.
• 25% - People - Ensure adherence to work rule policies regarding safety referenced in the Standards of Performance. 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, receive "call outs" and communicate with ASMs and SM regarding follow-up actions. Provide in the moment coaching based on observations and behavior. Partners with ASMs regarding formal performance conversations and discipline. Holds associates accountable for following all SOPs. Recognizes associates for demonstrating expectations Use recognition tools (BRAVO / Homer) to highlight associates demonstrating value based behaviors and productivity.
• 25% - 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 Floor Sales Associates are prepared for high-volume sales periods Monitor customer flow through checkouts and take action to ensure customers are receiving fast, friendly service Take corrective action as necessary.
   

Direct Manager/Direct Reports:

• This Position typically reports to Store Manager.
• This role has 0 direct reports.

                    
Travel Requirements:

• No travel required.
   

Physical Requirements:

• Must continuously stand or walk or regularly requires lifting/handling/carrying material or equipment of moderate weight (8-20 pounds).
   

Working Conditions:

• Typically located in a comfortable indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights.
   

• Must be 18 years of age or older.
• Must be legally permitted to work in the United States.
• Ability to work a flexible schedule.

Preferred Qualifications:

• Whole store management
• Big box retail experience
• Home improvement industry experience
   

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
   

Preferred Education:

• Minimal or no education requirements.

Minimum Years of Work Experience:

• 3
   

Preferred Years of Work Experience:

• 0
   

Minimum Leadership Experience:

• No previous leadership experience

Preferred Leadership Experience:

• No previous leadership experience

Certifications:

• None

Competencies:

• Self-Development
• Drives Engagement
• Communicates Effectively
• Customer Focus
• Develops Talent
• Drives Results
• Manages Conflict

Assistant Store Managers in Training are learning the various responsibilities and functions of the following roles: Assistant Store Manager, Operations Assistant Store Manager, Night Operations Assistant Store Manager, and Specialty Assistant Store Manager. At a high level, ASM's in Training will learn how to support the Store Manager in developing strategies and objectives toward driving store sales and profitability. They will learn how to accomplish these objectives through effective leadership of and communication to their Associates.

• General Customer Service Initiatives to include supervising Associates in the selling effort, ensuring the store's in-stock position, and maintaining an appealing and organized store
• appearance. ASM's in Training will learn the following tactics to support this key accountability: staffing and scheduling, identifying and resolving stock deficiencies, supervisor associates in selling behaviors, resolving customer issues and concerns, and supporting service needs for both installed sales/special orders and product sales.
• Supervising Store Associates to include interviewing, hiring, motivating, coaching, training,developing, and communicating to associates. ASM's in Training will also learn the performance management process, to include semi-annual review of associate performance and how to execute the associate disciplinary process when necessary.
• Operations Management to include supervision of front end processes involving sales and return transactions, as well as special services and lot support. ASM's in Training will also learn
• how to oversee the back end processes, including receiving and freight teams to ensure that merchandise is received and stocked appropriately. They will also learn how to maintain and
• operate all store equipment and systems as well as how to manage daily financial operations. ASM's in Training should develop a command of store standard operating procedures (SOP's),
• especially those involving Safety compliance.
• Business Analysis and Merchandise Planning Initiatives to include driving department profitability through analysis of sales trends. ASM's in Training will learn how to work with key partners (Store Managers, Field Merchandising, MET Teams) to plan merchandise placement and signing. They will also learn how to support stock integrity through inventory management processes.

• ASM's in Training will report to a Store Manager. Once complete with their training process, they will gradually assume accountability supervision of work activities of associates.

• Typically requires overnight travel less than 10% of the time.

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

• No additional qualifications

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

• No additional education

• 3

• No additional years of experience

• None

• None

• None

• Acts with Integrity: Role model for ethical behavior; consistent and fair in dealings with others.
• Product Knowledge: Knows and effectively promotes all areas, products, services, and procedures. Knows the competition
• Excels in Customer Service: Creates customer focused environment; provides excellent service.
• Inspires Achievement: Initiates actions to develop Associates; provides performance feedback and recognizes accomplishments
• Safety Orientation: Enforces safety policies and procedures; is a safety role model
• Delivers Results: Creates a sense of urgency; delegates appropriately; motivates self and team to accomplish objectives.