- Bachelor's Degree
- Master's Degree
- Leadership Experience
- Software Development
- Salesforce CRM
The Manager, Pro Customer Experience is apart of the Unified Pro CRM initiative supporting the migration of all Pro Sales Associates onto Salesforce.com. As we continue to on-board additional CRM users, this position will lead and direct work efforts to understand user needs, manage the backlog of feature development, and continually update/train users. The Manager, Pro Customer Experience is responsible for developing, executing and driving cross functional strategic initiatives that bring value to Home Depot Pro Customers. The manager will identify, analyze and deliver compelling customer insights that drive clear business actions and outcomes. They will champion a best-in-class customer experience across all transactional channels and platforms. The role 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
25% - Partner cross functionally with organizational teams, internal and external clients, management and others in driving change within Home Depot.
25% - Develop Recommendations: Prioritize issues and brainstorm/develop solutions and recommendations by working with a diverse group of people (store leaders and associates, merchants, internal and external teams, vendors, etc.
25% - Evaluate Results: Analyze the financial results of initiatives versus projections through financial analysis, control stores and other benchmarks. Evaluate the operational issues of initiatives by walking stores, talking to associates and customers and interviewing merchants.
25% - Project Management: Handle the day to day issues associated with implementing a new initiative. These may include working with store planning, visual merchandising, store and divisional associates. Use diverse problem solving methodologies to understand the fundamental parts of the problems and communicate the solutions
NATURE AND SCOPE
This position reports to Sr. Manager or Director.
This position has 0-2 direct reports.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel 5% to 20% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
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: 5 years
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.
The ability to manage multiple projects simultaneously.
Proven ability to promote a vision that excites and inspires a cross-functional, balanced team
2+ years of Product Management experience focused on Salesforce product offerings preferred
Salesforce certification a plus
Demonstrated experience in gathering and transforming customer needs into an actionable product vision and requirements definition
Demonstrated experience in the agile software development process
Strong organizational, written and oral communication skills
MBA is a plus
Knowledge, Skills, Abilities and Competencies:
Demonstrated leadership qualities - Ability to work with all levels within the organization and to lead without positional authority
Strong presentation skills and ability to communicate effectively with stakeholders and senior business leadership
Broad business knowledge and ability to understand the big picture
Logical, structured thinking