Home Depot PRO Customer Experience - Senior Manager in Atlanta, Georgia
POSITION PURPOSE The Senior Manager of Pro Customer Experience will lead and direct Pro strategic growth initiatives within The Home Depot to enable the company to continue meeting/exceeding our growth objectives/strategy. The senior manager will identify, research and analyze potential opportunities for growth, develop strategies to address and capture specific opportunities, test and refine recommendations, evaluate results, make recommendations relative to implementation. This position will champion a best-in-class customer experience across all transactional channels and platforms. The senior manager will partner with the multiple departments to ensure seamless alignment on all initiatives. Strong leadership skills, communication and analytical ability is critical to the role. MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES Identify opportunities: Conduct industry and competitive analysis, customer research, acquisition opportunities and identify the most attractive growth opportunities Manage projects: handle day-to-day issues associated with implementing a new initiative; work with store planning, visual merchandising, store and divisional associates. May lead full pilot implementations of selected initiatives. Develop Recommendations: Prioritize issues and brainstorm/develop solutions and recommendations by working with a diverse group of people (store personnel, merchants, other HD companies, non-HD companies, vendors, etc.) Evaluate Results: Analyze the financial results of initiatives versus projections through financial analysis, control stores, & other benchmarks. Evaluate the operational issues of initiatives by walking stores, talking to associates, talking to customers and interviewing merchants. Communicate with Senior Management: Prepare presentations for growth steering committee, president's meeting and other meetings in order to communicate and solicit feedback and input at various stages of individual initiatives Acquisition leadership: Ad hoc involvement in selected strategic acquisitions, including identification of candidates, industry evaluation, negotiations, and post-acquisition follow-up and tracking. Select, develop, and motivate assigned staff. NATURE AND SCOPE Typically reports to Director Direct and indirect reports typically include 3 professionals and 1 support associate. Typically negotiates in a competitive or adversarial environment. Typically faces complex issues that differ from those typically faced within the industry or profession. Typically considers new courses of action within broad policies and medium-term goals when solving problems. Typically determines what should be done in a functional area or business unit within the broad policies and principles or very general goals. ENVIRONMENTAL JOB REQUIREMENTS Environment: Usually in a comfortable environment but with regular exposure to factors causing moderate physical discomfort from such things as dust, fumes or odors. Travel: Additional Environmental Job Requirements: Under regular pressure to meet deadlines, quotas and/or must frequently deal with difficult issues related to people or situations.
MINIMUM QUALIFICATIONS Must be eighteen years of age or older. Must be legally permitted to work in the United States. Additional Minimum Qualifications: Education Required: 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. Years of Relevant Work Experience: 6 years Physical Requirements: 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. Additional Qualifications: Preferred Qualifications: -Strong Analytical and quantitative skills -Consulting and/or retail experience
- Ability to lead and manage cross functionally
A master's degree is preferred. Eight plus years of experience is preferred.
Knowledge, Skills, Abilities and Competencies: Supervisory Skills Ability to communicate with Executive group Strong Basic Math and Logic Skills Computer Literate/Comfortable with Database Structure Conflict Resolution Basic understanding of retail environment