Retail —
CUSTOMER EXPERIENCE MANAGER

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 coach associates, address customer service escalations, and perform Manager on Duty (MOD) responsibilities.

Frequently Asked Questions

What does a Customer Experience Manager do?
The Customer Experience Manager acts as the MOD for both customers and associates. As a CXM, you will lead by example, meet one on one with associates, and develop a whole store mentality. The CXM will oversee opening or closing of the store, checking sales and markdowns, hazmat, staff meetings, and will handle all customer escalations.

What is a normal day like? 
This is a fast-paced role with the opportunity for variety in your day-to-day. They walk the store talking to customers and make sure associates are taking care of everyone, while providing assistance when necessary. Often, CXMs will run staff meetings or one-on-ones when needed.

Is the CXM a salaried role?
The CXM is a salaried, non-exempt position, (this means a CXM is salaried and eligible for overtime for hours worked in excess of 40 per week) and is MIP eligible (10%). The Manager Incentive Program (MIP) is the Manager’s version of success sharing. MIP is calculated based on salary plus overtime worked and store performance.

Interested in becoming a CXM? Reach out to your manager or HR partner to learn more.

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set schedule

Set
Schedule

Competitive Pay

Competitive
Pay

success sharing eligible

Bonus
Eligible

on-the-job training

On-the-Job
Training

POTENTIAL WAYS TO GROW

Customer Experience Manager to Night Replenishment Manager to Assistant Store Manager to Store Manager, or Customer Experience Manager to Assistant Store Manager to Store Manager.Customer Experience Manager to Night Replenishment Manager to Assistant Store Manager to Store Manager, or Customer Experience Manager to Assistant Store Manager to Store Manager.
Customer Experience Manager to Assistant Store Manager to Area Supervisor.Customer Experience Manager to Assistant Store Manager to Area Supervisor.
Customer Experience Manager to Assistant Store Manager to Area Supervisor to Operations Manager, or Customer Experience Manager to Area Supervisor to Operations Manager.Customer Experience Manager to Assistant Store Manager to Area Supervisor to Operations Manager, or Customer Experience Manager to Area Supervisor to Operations Manager.
Customer Experience Manager to Assistant Store Manager to Human Resources Generalist to District Human Resources Manager.Customer Experience Manager to Assistant Store Manager to Human Resources Generalist to District Human Resources Manager.
Whether you are looking for the next step or you just want to try something new, a Customer Experience Manager position in one of our stores is a great place to start. To see how you can reach your careers goals and learn new skills along the way, select one of the jobs on the left.

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