customer experience manager

Five Below

<div>At Five Below our growth is a result of the people who embrace our purpose: We know life is way better when you are free to Let Go &amp; Have Fun in an amazing experience, filled with unlimited possibilities, priced so low, you can always say yes to the newest, coolest stuff! Just ask any of our over 20,000 associates who work at Five Below and they&rsquo;ll tell you there&rsquo;s no other place like it. It all starts with our purpose and then, The Five Below Way, which is our values and behaviors that each and every associate believes in.
It&rsquo;s all about culture at Five Below, making this a place that can inspire you as much as you inspire us with big ideas, super energy, passion, and the ability to make the workplace a WOWplace!
RESPONSIBILITIES<ul><li>
Ensures all crew members are Wowing the Customer through personal contact with customers. Trains the crew on the B.E.S.T. customer service experience; ensuring that each guest has a fast, friendly check out experience.</li><li>
Responsible for leading their assigned store to achieve and maintain customer service score goals provided by the District Manager.</li><li>
Responsible for leading front end operations, ensuring front end merchandising (candy, soda, snacks) are set and meet or exceed brand standards. Ensures that all front-end equipment is in working order and associates are trained to include services where applicable.</li><li>
Responsible for opening and closing procedures, maintaining the store cleanliness, recovery, and keeping their store ready for customers at all times.</li><li>
Responsible for performing store manager duties in their absence.</li><li>
Partners with the store manager to recruit, train, coach, develop and supervise all crew members.</li><li>
Reviews all corporate communications and reacts accordingly.</li><li>
Partners with the entire store leadership team in merchandising procedures and World Recovery.</li><li>
Performs store maintenance including but not limited to taking out garbage, sweeping, cleaning bathrooms, maintaining stock room</li><li>
This job description is not all-inclusive. Additional responsibilities will be determined by the Store Manager, as dictated by store needs.</li></ul>
QUALIFICATIONS<ul><li>
High School Graduate or equivalent.</li><li>
College experience preferred.</li><li>
Minimum 2 years of management experience</li><li>
Excellent verbal and written communication skills</li><li>
Ability to multi-task</li><li>
Creative thinking</li><li>
Ability to maintain composure under pressure</li></ul>
ESSENTIAL JOB FUNCTIONS<ul><li>
Frequently operate cash register</li><li>
Frequently move merchandise weighing up to 25 lbs and places/removes merchandise up to a height of 5-10 feet</li><li>
Frequently ascend/descend ladders in order to retrieve and put away stock</li><li>
Frequently position self to kneel, bend, twist, and stoop, including in the stock room and on the sales floor</li><li>
Frequently communicate and exchange information with customers on the telephone and face-to-face in the store, as well as with managers and coworkers. Must be able to exchange accurate information in these situations</li><li>
Frequently move across the sales floor assisting customers, as well as to and from the stock room retrieving and putting away merchandise</li><li>
Ability to work a flexible schedule to meet the needs of the business, which will require day, evening, weekends and may include overnight shifts and travel (as required)</li><li>
Must be able to identify and discern email and print instructions regarding merchandise layouts, associate schedules, and standard operating procedures</li><li>
Must be able to remain in a stationary, upright position for 80% of the time</li></ul>
Explore our benefits site to discover all the perks and support we offer! From health coverage to financial and personal wellness, we've got you covered&mdash;check it out today! benefits.fivebelow.com/public/welcome
Five Below is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws. 
Five Below is committed to working with and providing reasonable accommodations for individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please submit a request and let us know the nature of your request and your contact information. crewservices.zendesk.com/hc/en-us/requests/new
Position Type:
Hourly
Position Starting At:
$15.00
BE AWARE OF FRAUD! Please be aware of potentially fraudulent job postings or suspicious recruiter activity by persons that are posing as Five Below recruiters. Please confirm that the person you are working with has an @fivebelow.com email address. Additionally, Five Below does NOT request financial information or payments from candidates at any point during the hiring process. If you suspect fraudulent activity, please visit Five Below's Career Site to verify the posting. fivebelow.com/info/careers</div>

Customer experience manager

Snoonu

<div>
 
 🚀 Welcome to Your Next Adventure!
 
 
 
 We&rsquo;re seeking a Customer Experience Analytics Manager who will lead investigations into customer pain points, retention barriers, and behavior patterns. This role is essential to uncovering what drives customer churn, identifying root causes of negative experiences, and delivering data-backed insights that help Snoonu grow and retain its user base.
 
 
 You&rsquo;ll partner across teams to inform strategic decisions, power automated solutions, and create dashboards and reports that tell a compelling story behind the data. If you have a passion for customer behavior, analytical storytelling, and translating insights into impact &mdash; we&rsquo;d love to hear from you.
 
 
 
 🛠 What You&rsquo;ll Get Your Hands On
 
 
 
 <ul>
 <li>
 Own the analytics agenda for the Customer Experience organization, identifying key opportunities to improve customer satisfaction, operational efficiency, and marketplace health.
 </li>
 <li>
 Translate complex data into clear insights that inform strategic decisions across Product, Operations, and Support.
 </li>
 <li>
 Use structured analysis to investigate customer experience issues across the marketplace (customers, riders, and merchants).
 </li>
 <li>
 Identify root causes behind key metrics such as cancellations, support contacts, service defects, or churn.
 </li>
 <li>
 Build scalable reporting, dashboards, and analytical frameworks that enable teams to monitor CX performance and act quickly on emerging trends.
 </li>
 <li>
 Develop clear success metrics and measurement frameworks for CX initiatives.
 </li>
 <li>
 Partner with Product and Operations teams to design experiments (A/B tests, pilots, policy changes) that validate hypotheses and measure impact.
 </li>
 <li>
 Evaluate experiment results and translate them into actionable recommendations.
 </li>
 <li>
 Act as a strategic thought partner to Product, Engineering, Operations, and Support teams.
 </li>
 <li>
 Ensure insights translate into real operational or product improvements.
 </li>
 <li>
 Lead and mentor analysts within the CX Analytics team while building scalable analytics frameworks, playbooks, and reporting standards that enable faster problem-solving across the organization.
 </li>
 <li>
 Support broader CX initiatives such as retention improvement, churn reduction, journey redesign, and service quality optimization.
 
 
 </li>
 </ul>
 
 🧙&zwj;&male;️ The Magic You Bring
 
 
 
 <ul>
 <li>
 6+ years of experience in analytics, strategy, consulting, or data-driven operational roles within technology companies, marketplaces, or high-growth environments.
 </li>
 <li>
 Strong ability to take ambiguous business problems and structure them into clear analytical approaches and actionable insights.
 </li>
 <li>
 Demonstrated experience using data to influence product, operational, or strategic decisions and drive measurable business outcomes.
 </li>
 <li>
 Proven track record of leading cross-functional initiatives from insight to implementation.
 </li>
 <li>
 Experience designing and analyzing experiments (A/B testing, pilots, policy changes) to validate hypotheses and measure impact.
 </li>
 <li>
 Strong proficiency with data analysis tools such as SQL, Excel, or BI platforms to explore large datasets and build analytical frameworks.
 </li>
 <li>
 Ability to communicate complex analytical findings clearly to both technical and non-technical stakeholders.
 </li>
 <li>
 Experience collaborating closely with Product, Engineering, Operations, and Business teams in a fast-paced environment.
 </li>
 <li>
 A strong ownership mindset and bias toward turning insights into tangible improvements for customers and the business.
 </li>
 <li>
 Experience mentoring analysts or contributing to the development of analytics capabilities within a team.
 
 
 </li>
 </ul>
 
 ✨ Bonus Points If You Have
 
 
 
 <ul>
 <li>
 Experience working in delivery, logistics, marketplaces, or gig-economy platforms.
 </li>
 <li>
 Experience analyzing customer behavior, churn, retention, or marketplace performance.
 </li>
 <li>
 Familiarity with experimentation frameworks and statistical methods such as hypothesis testing or causal analysis.
 
 
 </li>
 </ul>
 
 Inside Snoonu&rsquo;s Universe
 
 
 
 Snoonu is Qatar&rsquo;s homegrown Super App, reinventing daily life with blazing-fast delivery, ride-hailing, and shopping - all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.
 
 
 
 The Dream We&rsquo;re Chasing
 
 
 
 To be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.
 
 
 
 The Quest We&rsquo;re On
 
 
 
 To radically transform how people live by leveraging technology to connect them with endless possibilities.
 
 
 
 Our Everyday Superpowers
 
 
 
 
 👥 Be Customer Obsessed:
 
 &ldquo;Focus on the customer and all else will follow.&rdquo;
 
 
 
 💪 Act with Integrity:
 
 &ldquo;We are honest, ethical, and trustworthy in everything we do.&rdquo;
 
 
 
 🧪 Be Curious and Creative:
 
 &ldquo;We constantly innovate and create solutions to bring a lasting positive impact.&rdquo;
 
 
 🏅
 
 Lead by Example and Take Ownership:
 
 &ldquo;Be the change you want to see and take ownership.&rdquo;
 
 
 
 🚀 Work Smart and Deliver Results:
 
 &ldquo;You can do more by doing less, better, and faster.&rdquo;
 
 
 
 👨&zwj;💼 It's All About People:
 
 &ldquo;Be a team player; together we are stronger.&rdquo;
 
 
 
 Perks &amp; Worklife Magic At Snoonu
 
 
 
 
 🌐 Remote &amp; Global Vibes &ndash;
 
 Collaborate with a worldwide crew.
 
 
 
 🧠 Brain Boosters &ndash;
 
 Learning budgets, access to courses, and tools for your growth.
 
 
 
 🚒 Builder&rsquo;s Playground &ndash;
 
 Own your tasks, own your path! We&rsquo;re big on autonomy.
 
 
 
 📦 Shared Success &ndash;
 
 We offer equity because we build this together.
 
 
 
 🌺 Flexible Time Off &ndash;
 
 We take recharging seriously. Generous leave and wellness policies.
 
 
 
 🛠️ Agile Everything &ndash;
 
 Scrum isn&rsquo;t a buzzword here. It&rsquo;s how we roll, from product to ops.
 
 
 
 Beyond the Code: Giving Back Matters
 
 
 
 We don&rsquo;t just build an app. We&rsquo;re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we&rsquo;re always finding ways to do better&mdash;and we invite you to be a part of that mission.
 
 
 
 Diversity Isn&rsquo;t Just a Buzzword
 
 
 
 At Snoonu, fairness and inclusion are the foundation of everything we do. We&rsquo;re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.
 
 
 
 Let&rsquo;s Build the Future Together
 
 
 
 Apply now to join a tech team where your code sparks change, your voice is heard, and your growth is guaranteed. Let&rsquo;s make some tech magic together.
 
 
 Stay in the loop&mdash;connect with us on LinkedIn!
</div>

Customer Experience Analytics Manager

Sephora

<div>At Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential and making a difference every day. Together, we belong to something beautiful. 
Since its inception in 1969 in Limoges, France, and as part of the LVMH Group since 1997, Sephora has been disrupting the prestige beauty retail industry. Today, Sephora continues to break with convention to drive its mission: champion a world of inspiration and inclusion where everyone can celebrate their beauty. 
With 56,000 employees in 35 countries, we connect customers and beauty brands within the world&rsquo;s most passionate beauty community. With a curation of nearly 500 brands, and our own label, Sephora Collection, we offer the most unique and diverse range of products: fragrances, makeup, hair care, skincare... and much more. 
You will excel and enjoy this position if you are ready to actively handle the following missions :<div> 
Client Experience:</div> 
<div></div><ul><li>
Embody Sephora Attitude and set an example in front of the team.</li></ul><ul><li>
Provide support to the team in difficult situations ensuring client satisfaction.
</li><li>Provide extensive coaching and training to assist the team in meeting all commercial and operational KPIs.</li><li>
Take over floor leadership segments and ensure the floor is always managed and covered.</li><li>
Energize and motivate the team through effective floor management to guarantee an addictive experience for our clients.</li><li>
Provide support for the floor manager as an active co-lead.</li><li>
Use suitable tools (Love Meter and CEE) for analyzing overall satisfaction and propose action plans to enhance the customer experience.</li><li>
Inspire the team to use digital tools to deliver a customized service.</li><li>
Work in partnership with the Services Manager and coach the team to offer our Beauty Services to maximize client satisfaction.</li><li>
Provide support for the Customer Experience Manager in analyzing results and proposing action plans in order to enhance client experience during the skincare shopping experience.
</li><li>Provide support for the Customer Experience Manager by maintaining and enforcing quality customer service and resolving customer service complaints.</li></ul><div></div><div> 
Sales:</div> 
<div></div><ul><li>
Collaborate in achieving skincare sale targets and overall store objectives.
</li><li>Reinforce sales policies and techniques established at Sephora University with all team members.
</li><li>Balance and drive the sales target among selective, exclusive and Sephora Collection.</li><li>
Provide support for the Customer Experience Manager in analyzing sales results and proposing action plans to achieve set targets.</li><li>
Ensure achievements by the hour are shared with colleagues and are an active part of animating the floor and motivating the team.
</li><li>Create disruptive internal competitions to motivate the team and boost achievements.</li></ul><div></div><div> 
Operations:</div> 
<div></div><ul><li>
Apply the policies and procedures referring to products, testers, prices, merchandising and other partners (Brands, helpers, security) and provide feedback.
</li><li>Contribute to the store projection of an excellent image through cleanliness and product restocking.</li><li>
Together with the Customer Experience Manager, encourage the team to apply and follow established policies and procedures regarding store operations.
</li><li>Accurately monitor stock availability and report low stock to the Operation Manager to avoid OOS situations.</li><li>
Validate the podium order proposed by the Operations Manager and Podium daily performance is closely monitored.</li><li>
Align with Store Management on Shelving plans, novelties, brand relocations, gird changes, etc. and communicate to your assigned team.</li></ul><div> 
</div><div>People:</div> 
<div></div><ul><li>
Motivate and develop the team through daily coaching / observations.</li><li>
Communicate and inspire the team on business strategy, vision and relevant information through animate briefing, coaching and training.</li><li>
Increase the team&rsquo;s confidence and motivation by praise and feedback for their performance.</li><li>
Identify, engage in recruiting and develop talents and secure succession plans in collaboration with the CEM.</li><li>
Coordinate with Store Management and ensure your assigned team is attending training and follow-up is done after the training is attended.</li><li>
Ensure the team is using Axonify as E-learning tool; daily follow up on average training frequency for each team member. Register new staff, report log in issues and oversee gift distribution of your assigned team.
</li><li>Ensure an addictive beauty experience through performing monthly assessments.
</li><li>Facilitate team monthly meetings to analyze and discuss their performance.</li><li>
Be responsible for the PCR and PIP process of the entire assigned team.</li><li>
Oversee the annual leave of the team and liaise with CEM / SM for final validation according to business needs.</li></ul><div></div><div> 
Business:</div> 
<div></div><ul><li>
Provide support to the Customer Experience Manager / Store Director with knowledge
</li></ul><div>of the market conditions, competition, client needs, etc.</div><ul><li>
Analyze all relevant KPIs and propose action plans for improvement.
</li><li>Develop and propose short and long-term strategies to drive top and bottom line/brands sales.</li><li>
Manages business KPIs and team selling behavior in our higher volume stores, while delivering a memorable customer experience.</li><li>
Proactively provide the HO and CATMAN with product recommendations and qualitative feedback based on local knowledge about the market and client needs.</li><li>
Put in place action plans to boost business and maximize product performance, leveraging visual merchandising, training and monthly trends.</li><li>
Plan, implement and oversee in-store promotional events or displays.</li></ul><div> 
Relationships</div><div> 
</div>Internal Relationships: Store team (Store Manager/Director, Supervisor, Beauty Consultants), and Head Office teams.
External Relationships: Clients, Brand Promoters/Managers Brand Trainers, Security, and Cleaning team.<div> 
</div>Do not hesitate to apply if you have&hellip; or if you are &hellip; 
<ul><li>Minimum 5 years of experience in retail with proven successful sales and services in store.
</li><li>Minimum 2 to 3 years&rsquo; experience in team management.
</li></ul><ul><li>3 years in the beauty industry.</li><li>
Advanced skincare knowledge.</li><li>
Bachelor&rsquo;s degree.</li><li>
English &ndash;Advanced level.</li><li>
Arabic is a plus.</li><li>
Digital orientation/analytical skills/business acumen.</li><li>
Excellent communication/public speaking skills.</li><li>
Ability to develop and manage people.</li><li>
Commercial awareness.
</li><li>Strong training &amp; coaching ability on product and services.</li><li>
Intermediate MS Office Skills.</li></ul> 
Here, you will find:<ul><li> 
Community, in which authenticity is embraced, and the strength of our differences fuels our collective spirit</li><li>
Culture of empowerment, learning &amp; growth, that offers you the tools, space and opportunity to learn, innovate and lead</li><li>
Work that brings fulfillment. From delighting clients every day, to inspiring our industry at large, every action makes a difference</li></ul></div>

Skincare Manager

<div>At Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential and making a difference every day. Together, we belong to something beautiful. 
Since its inception in 1969 in Limoges, France, and as part of the LVMH Group since 1997, Sephora has been disrupting the prestige beauty retail industry. Today, Sephora continues to break with convention to drive its mission: champion a world of inspiration and inclusion where everyone can celebrate their beauty. 
With 56,000 employees in 35 countries, we connect customers and beauty brands within the world&rsquo;s most passionate beauty community. With a curation of nearly 500 brands, and our own label, Sephora Collection, we offer the most unique and diverse range of products: fragrances, makeup, hair care, skincare... and much more. 
You will excel and enjoy this position if you are ready to actively handle the following missions : 
Client Experience:<ul><li> 
Create amazing customer experiences through strong client focus and collaboration.</li><li>Seek ways to improve client service, solve problems and build strong relationships where the ideas and input of others are welcomed.
</li><li>Embody Sephora Attitude and set an example for the team.
</li><li>Provide support to the team in difficult situations ensuring client&rsquo;s satisfaction.</li><li>Provide extensive coaching and training to assist the team in meeting all commercial and operational KPI&rsquo;s.
</li><li>Take over floor leadership segments and ensure the floor is always managed and covered.</li><li>Energize and motivate the team through effective floor management to guarantee an addictive experience for our client.</li><li>Use Sephora&rsquo;s tools and data to measure and analyses and propose action plans to enhance the customer experience.</li><li>Work in partnership with the Training Department and coach the team to offer our Beauty Services to maximize client satisfaction.</li><li>Embolden the team to use our omni channel tools to deliver a customized service.
</li><li>Build a strong relationship with Brand Managers and follow up on Brand BCs.
</li><li>Lead your management team to create a positive and energetic shopping experience to enable achievements in all commercial KPI&rsquo;s.</li><li>Provide support for the Head of Retail in analyzing results and proposing action plans to enhance client experience and drive all related.</li></ul> 
Sales:<ul><li> 
Develop Strategic vision, Sales and Budget Strategies to drive results and maximize sales and profitability.
</li><li>Identify, analyze, and forecast sales and opportunities.
</li><li>Move the organization forward by consistent commitments to meeting objectives &amp; results.</li><li>Implement retail priorities and inspire commercial success.
</li><li>Lead the management team to create a positive and exciting work environment through effective floor management while ensuring that targets are met.
</li><li>Inspire your Services Manager to create a playful and educational experience through the use of digital / OMNI tools to meet services KPI&rsquo;s.
</li><li>Reinforce sales policies and techniques established at the Sephora University with all team members.
</li><li>Balance and drive the sales target among selective, Exclusive and Sephora Collection.
</li><li>Provide support to the Operations teams in analyzing sales results and proposing action plans to achieve set target.</li><li>Create disruptive internal competitions to motivate the team and boost the achievements.</li></ul> 
Operations:<ul><li> 
Manage Day to Day Store Operations.</li><li>Drive operational initiatives and ensure profitability and efficiency of the store.
</li><li>Cultivate creativity &amp; disruption to ensure the store represents our brand and culture, using our policies, values, and best practices as your guide.
</li><li>Optimize and oversee operations with the Operations Manager to ensure efficiency and that the store is compliant with company policies and operational guideline.
</li><li>Inspire the management team to enforce the policies and procedures referring to products, testers, prices, merchandising and other partners (Brands, helpers, security).</li><li>In collaboration with the operation manager ensure the store projects of an excellent image through cleanliness and product restocking.</li><li>Together with the Category Managers, encourage the team to apply and follow established policies and procedures regarding store operations.</li><li>Accurately monitor stock availability and report low stock to the Operation Manager to avoid OOS situations.</li><li>Work with the Operations Manager to ensure that VM, merchandising quality, animation and marketing standards are met.</li><li>Provide Support to the relevant head office department in providing feedback and analyzing data on all operational aspects.</li></ul> 
People:<ul><li> 
Enhance our culture by engaging &amp; inspiring through our Sephora values.
</li><li>Help others grow by understanding their strengths and provide coaching and development.
</li><li>Motivate and develop the Management and store team through daily coaching / observations.
</li><li>Communicate and inspire the team on business strategy, vision and relevant information through animate briefings, coaching, and training.</li><li>Identify, engage in recruiting and developing talent and secure succession plans in collaboration with the Head of Retail.
</li><li>Ensure the team is attending training and a follow-up is done after the training is attended.</li><li>Ensure the team is using our digital learning tool; daily follow up on average training frequency for each team member.
</li><li>Ensure an addictive beauty experience through performing monthly assessments.</li></ul>
&bull; Facilitate team monthly meetings with the Customer Experience Manager and Operations Manager to analyze and discuss their performance. &bull; Be accountable for the PCR and PIP process of the entire team and assist your managers where necessary.
<ul><li>Oversee the annual leave of the team according to business needs.</li></ul> 
Relationships: 
Internal Relationships: Store team (Customer Experience Manager, Operation Store Manager, Category Managers, Supervisors, Beauty Consultants, Cashiers), Head of Retail and office teams.
External Relationships: Suppliers, Brand promoters/managers/trainers, Security, Cleaning team. 
Do not hesitate to apply if you have&hellip; or if you are &hellip;<ul><li> 
Passion for excellence.
</li><li>Previous retail management experience at an equivalent sales volume store.</li><li>Excellent organizational, analytical and management skills. Experience as a hands-on leader who loves being on the sales floor to motivate, coach, and help teams succeed.
</li><li>A knack for attracting, identifying, and inspiring employees.</li><li>Strong emotional intelligence, resilience, communication, and the ability to influence team members.
</li><li>Digital orientation/analytical skills/business acumen.
</li><li>Intermediate MS Office skills.
</li><li>Ability to deal with Ambiguity.</li><li>Commercial &amp; Financial awareness.
</li><li>Passionate about sales, floor, customers, and services</li><li>Advanced Product Knowledge.</li><li>Intermediate knowledge on health and safety procedures.
</li><li>Minimum 7 to 8 years&rsquo; experience in store management</li><li>Bachelor's degree.</li><li>English - Advanced level; Arabic is a plus.</li><li>Flexible availability to work nights, overnights, weekends, and holidays.</li></ul> 
Here, you will find:<ul><li> 
Community, in which authenticity is embraced, and the strength of our differences fuels our collective spirit.</li><li>
Culture of empowerment, learning &amp; growth, that offers you the tools, space and opportunity to learn, innovate and lead.</li><li>
Work that brings fulfillment. From delighting clients every day, to inspiring our industry at large, every action makes a difference.</li></ul></div>

Store Director

TOD by beIN

<div>
 
 
 Position Summary:
 
 
 
 The Customer Care Manager is responsible for leading TOD&rsquo;s customer care function across service, support, and customer-related commercial activities. The role oversees day-to-day customer care operations, including contact center performance, service delivery, account support, issue resolution, and initiatives that contribute to customer satisfaction, retention, and revenue optimization.
 
 
 This role plays a key part in ensuring that customer interactions are handled efficiently and professionally across all touchpoints, while also identifying opportunities to improve service quality, operational effectiveness, customer loyalty, and commercial outcomes.
 
 
 
 
 
 
 Key Responsibilities and Accountabilities:
 
 
 <ul>
 <li>
 Lead and manage the end-to-end customer care function across customer support, service delivery, and customer account management.
 </li>
 <li>
 Oversee contact center operations and ensure service levels, quality standards, and response times are achieved.
 </li>
 <li>
 Drive continuous improvement in customer care processes, workflows, and operating procedures to enhance efficiency and customer satisfaction.
 </li>
 <li>
 Manage customer escalations and ensure timely resolution of complex issues in coordination with relevant internal stakeholders.
 </li>
 <li>
 Monitor customer feedback, complaints, and service trends to identify root causes and recommend corrective actions.
 </li>
 <li>
 Support retention and revenue-related initiatives through effective management of renewals, upselling opportunities, and customer engagement activities where applicable.
 </li>
 <li>
 Collaborate with Product, Technology, Marketing, Finance, and other internal teams to improve the overall customer journey and service experience.
 </li>
 <li>
 Establish and monitor KPIs, dashboards, and reporting related to service performance, customer satisfaction, retention, and team productivity.
 </li>
 <li>
 Contribute to budget planning and cost control within the customer care function, ensuring efficient use of resources.
 </li>
 <li>
 Assess operational risks within the function and implement appropriate controls, governance, and mitigation actions.
 </li>
 <li>
 Lead, coach, and develop the customer care team to ensure high performance, accountability, and a customer-centric culture.
 </li>
 <li>
 Ensure policies, processes, and customer interactions are aligned with company standards, compliance requirements, and business objectives.
 </li>
 </ul>
 
 
 
 
 
 Qualifications
 
 
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in business administration, Management, Marketing, Communications, or a related field, master&rsquo;s degree is an advantage.
 </li>
 <li>
 Minimum 10 years of relevant experience in customer care, customer service, customer operations, or contact center management.
 </li>
 </ul>
 
 
</div>

Customer Care Manager

The Home Depot

<div>Position Purpose:
The Manager, Category Experience works closely with Online and Store Merchants to understand their respective merchandising strategies and objectives. This position will analyze and leverage customer information and behaviors as well as competitive benchmarking to prioritize the most critical actions necessary to improve the customer research/shopping experience. Ultimately, these improvements will result in improved customer and associate satisfaction, increased traffic and sales, and improved conversion. This role is an opportunity to be at the leading edge of truly channel-interconnected retail leadership, while further building functional skills in merchandising. 
Key Responsibilities:<ul><li>
5% Examine category merchandising strategies of key competitors and best-in-class online retailers to understand emerging trends</li><li>
25% Analyze customer information (external data, internal research, site behaviors, post-transaction data) to identify the most significant opportunities to improve the customer experience across categories.</li><li>
25% Optimize customer experience merchandising, taxonomy, purchase path</li><li>
(search and navigation), data content, SEO and post transaction results.</li><li>
40% Manage and mentor a top-performing team.</li><li>
5% Lead targeted online/interconnected initiatives that address customer gaps to</li><li>
insure they come in on-time and in-scope</li></ul> 

Direct Manager/Direct Reports:<ul><li>
This position typically reports to Sr. Manager, Category Experience</li><li>
This position has 1 direct report</li></ul> 

Travel Requirements:<ul><li>
Typically requires overnight travel less than 10% of the time.</li></ul> 

Physical Requirements:<ul><li>
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.</li></ul> 

Working Conditions:<ul><li>
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
</li><li>No travel required</li></ul> 

Minimum Qualifications:<ul><li>
Must be eighteen years of age or older.</li><li>
Must be legally permitted to work in the United States.</li><li>
Proven results in any (but, including most) of the following areas: CI, CRM, customer experience, product content optimization, product management, financial analysis</li></ul> 

Preferred Qualifications:<ul><li>
Strong numeric and advanced analytics aptitude</li><li>
Basic technical aptitude with web-based tools and advanced proficiency of Microsoft Office Suite</li><li>
Demonstrated ability to hire, develop and lead high performing teams</li><li>
Proven ability in driving an online business performance</li><li>
The ability to understand and influence cross-functional inputs to Merchandising for achieving better output results</li><li>
High comfort level with working in an ambiguous, fast paced environment</li><li>
Minimum of 2 years online experience</li><li>
Ability to solve complex problems</li><li>
Strong interpersonal, motivational, and communication skills (speaking, writing, presenting)</li><li>
Ability to operate simultaneously and effectively in both tactical and strategic modes</li><li>
Ability to think both strategically and tactically with good attention to detail</li><li>
Demonstrated ability to manage multiple projects - prioritization, planning and task delegation</li></ul> 

Minimum Education:<ul><li>
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.</li></ul> 

Preferred Education:<ul><li>
No additional education</li></ul> 

Minimum Years of Work Experience:<ul><li>
4</li></ul> 

Preferred Years of Work Experience:<ul><li>
No additional years of experience</li></ul> 

Minimum Leadership Experience:<ul><li>
None</li></ul> 

Preferred Leadership Experience:<ul><li>
None</li></ul> 

Certifications:<ul><li>
None</li></ul> 

Competencies:<ul><li>
Decision Quality</li><li>
Collaborates</li><li>
Drives Engagement</li><li>
Ensures Accountability</li><li>
Plans and Aligns</li><li>
Communicates Effectively</li><li>
Customer Focus</li><li>
Develops Talent</li><li>
Drives Results</li><li>
Manages Conflict</li></ul></div>

MANAGER CATEGORY EXPERIENCE

<div>Position Purpose:
The Sr. Manager Pro Experience will serve as a key role supporting the Home Depot Pro strategic growth initiatives. The Sr. Manager Pro Experience will have responsibility for ownership of a subset or multiple subsets of an initiative, leading a team or working with cross-functional teams responsible for developing, testing, executing and driving strategic initiatives that bring value to Home Depot Pro Customer. The Sr. Manager role will identify, analyze and deliver compelling customer insights that drive clear business actions and outcomes. They will champion a best-in-class Pro customer experience across all channels and platforms. The role will partner with multiple cross-functional departments to ensure seamless alignment on initiatives. Strong leadership skills, communication and analytical ability is critical to the role. This role will work in a cross-functional environment leading respective workstreams to meet business priorities. 
Key Responsibilities:<ul><li>
20% Business Acumen / Data Analysis - Responsible for ownership of individual or team work through Identifying, researching and measuring ongoing effectiveness of programs against metric targets; Develop and execute ongoing enhancement/optimization strategy based on measured performance and customer feedback; Trouble shoot and problem solve for ongoing operational needs as they arise</li><li>
20% Develop Recommendations - Prioritizes team issues and brainstorm/develop solutions and recommendations by leading or working within a diverse cross-functional team (store leaders and associates, merchants, internal and external teams, vendors, etc.)</li><li>
40% Leadership - Responsible for the assessment and selection of talent, builds effective teams, develops others through coaching feedback and guidance, aligns goals, and creates a positive culture through driving engagement</li><li>
20% Project Management - Responsible for leading teams to drive the creation and implementation of new initiatives using diverse problem-solving methodologies; May work on medium to large initiative-specific projects within workstreams; Effectively communicates projects and recommendations through accurate documents and presentations; Has the ability to present and deliver to a wide variety of stakeholder including executive leaders and sponsors</li></ul> 

Direct Manager/Direct Reports:<ul><li>
This position typically reports to Director or Sr. Director</li><li>
This position has 4-5 Direct Reports</li></ul> 

Travel Requirements:<ul><li>
Typically requires overnight travel 5% to 20% of the time.</li></ul> 

Physical Requirements:<ul><li>
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.</li></ul> 

Working Conditions:<ul><li>
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
</li></ul> 
Minimum Qualifications:<ul><li>
Must be eighteen years of age or older.</li><li>
Must be legally permitted to work in the United States.</li></ul> 

Preferred Qualifications:<ul><li>
Working knowledge of Microsoft Office Suite</li><li>
Working knowledge of Tableau</li><li>
Working knowledge of presentation software (e.g., Microsoft PowerPoint)</li><li>
Proficient with data mining software (e.g., IBM Cognos Business Intelligence, Hadoop)</li><li>
Demonstrated ability to collaborate and work effectively with cross-functional teams</li><li>
Ability to develop and apply advanced mathematical/statistical techniques</li><li>
Ability to draw accurate conclusions from financial documentation</li><li>
Demonstrated project management skills</li><li>
Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences</li><li>
Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers</li><li>
Excellent written and verbal communication skills</li><li>
Consulting and/or retail experience</li><li>
5+ years of previous leadership experience</li></ul> 

Minimum Education:<ul><li>
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.</li></ul> 

Preferred Education:<ul><li>
No additional education</li></ul> 

Minimum Years of Work Experience:<ul><li>
6</li></ul> 

Preferred Years of Work Experience:<ul><li>
No additional years of experience</li></ul> 

Minimum Leadership Experience:<ul><li>
None</li></ul> 

Preferred Leadership Experience:<ul><li>
None</li></ul> 

Certifications:<ul><li>
None</li></ul> 

Competencies:<ul><li>
Decision Quality</li><li>
Collaborates</li><li>
Drives Engagement</li><li>
Ensures Accountability</li><li>
Plans and Aligns</li><li>
Communicates Effectively</li><li>
Customer Focus</li><li>
Develops Talent</li><li>
Drives Results</li><li>
Manages Conflict</li></ul></div>

SR MANAGER PRO EXPERIENCE

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