Customer Experience Manager - 4 month Contract Newmarket at The Home Depot in Newmarket, ON L3Y 8S1

Job Attributes

Req ID

Req185070

Job Location

17850 Yonge Street, Newmarket, ON L3Y 8S1

Opening Type

New Vacancy

Job Type

Full Time

Career Area

Retail Management

Type

Onsite

17850 Yonge Street
Newmarket, ON L3Y 8S1

Req185070

Full Time

New Vacancy

Retail Management

Onsite

Job Description

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

- 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.

The pay range for this position is between $46,400.00 - $52,300.00

In our commitment to efficiency, consistency, and a fair hiring experience for all candidates, The Home Depot Canada uses Artificial Intelligence (AI) technology to assist with the screening and assessment of applicants for this position. This technology is used to quickly and consistently identify candidates whose skills and experience are the strongest match for the role. Our process is designed to ensure human oversight is maintained throughout the selection process.

Our Core Values Press ENTER to read the content or TAB to skip.

Entrepreneurial Spirit

Our associates are encouraged to initiative creative and innovative ways to serve our customers and improve the business as well as spread best practices throughout the company.

Taking Care of Our People

The key to our success is treating people well. We do this by encouraging associates to speak up and take risks, by recognizing and rewarding good performance and by leading and developing people so they may grow.

Respect For All People

In order to remain successful, our associates must work in an environment of mutual respect, free of discrimination and harassment where each associate is regarded as a part of The Home Depot Canada team.

Doing The Right Thing





We exercise valuable judgement by “doing the right thing” instead of just “doing things right.” We strive to understand the impact of our decisions and we accept responsibility for our actions.

Building Strong Relationships

Strong relationships are built on trust, honesty and integrity. We listen and respond to the needs of customers, associates, communities and vendors, treating them as partners.

Giving Back

An significant part of the fabric of The Home Depot Canada is giving our time, talents, energy and resources to help strengthen the communities we live and work in.

Excellent Customer Service

Along with our quality products, service, price and selection, we must go the extra mile to give customers knowledgeable advice about merchandise and to help them use those products to their maximum benefit.

Creating Shareholder Value

The investors who provide the capital necessary to allow our company to grow need and expect a return on their investment. We are committed to providing it.

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Our Core Values Press ENTER to read the content or TAB to skip.

Entrepreneurial Spirit

Our associates are encouraged to initiative creative and creative ways to serve our customers and improve the business as well as spread best practices throughout the company.

Taking Care of Our People

The key to our success is treating people well. We do this by encouraging associates to speak up and take risks, by recognizing and rewarding good performance and by leading and developing people so they may grow.

Respect For All People

In order to remain successful, our associates must work in an environment of mutual respect, free of discrimination and harassment where each associate is regarded as a part of The Home Depot Canada team.

Doing The Right Thing

We exercise good judgement by “doing the right thing” instead of just “doing things right.” We strive to understand the impact of our decisions and we accept responsibility for our actions.

Building Strong Relationships

Strong relationships are built on trust, honesty and integrity. We listen and respond to the needs of customers, associates, communities and vendors, treating them as partners.

Giving Back

An important part of the fabric of The Home Depot Canada is giving our time, talents, energy and resources to help strengthen the communities we live and work in.

Excellent Customer Service

Along with our quality products, service, price and selection, we must go the extra mile to give customers knowledgeable advice about merchandise and to help them use those products to their maximum benefit.

Creating Shareholder Value

The investors who provide the capital necessary to allow our company to grow need and expect a return on their investment. We are committed to providing it.

Awards & Recognition Press ENTER to read the content or TAB to skip.

JOIN OUR TALENT COMMUNITY

Sign up on Workday to be considered for future opportunities at The Home Depot Canada.

We strive to maintain a culture that welcomes everyone, and we believe it helps us achieve our business goals by driving excellent customer service and innovation, empowering our associates to thrive and excel, and enriching the communities in which we operate. This includes creating an environment where our associates feel welcomed, valued and respected and providing equal opportunity for all of our associates.

📌 Customer Experience Manager - 4 month Contract Newmarket
🏢 Home Depot
📍 Newmarket