Purpose:The Manager, Customer Experience leads Floor & Decor's Voice of Customer strategy and NPS program and leads execution and program management for the Pro Loyalty program. It translates customer listening into action that drives critical decision-making across key Enterprise initiatives, including the omnichannel transformation.
Minimum Qualifications- 5-7+ years of experience in Customer Experience, Loyalty, Voice of Customer, or Customer Insights roles, ideally within retail environments
- Bachelor's degree in Business, Marketing, Analytics, or a related field
- Experienced in VOC and CX with a strong operational focus, comfortable engaging directly with customers and team members.
- Experience analyzing KPI and customer sentiment data to identify trends and root causes
- Ability to perform in a high-volume, highly complex environment
- Ability to demonstrate initiative and be a self-starter
- Strong executive presence with excellent communication, interpersonal, and analytical skills, and proven ability to influence senior, cross-functional stakeholders
- Excellent customer service skills
- Ability to handle multiple tasks and work well under pressure with urgency
- Ability to exercise independent discretion and judgment in managing a fast-paced environment, adapting to change with a sense of urgency
Preferred- Advanced degree in Business, Marketing, Analytics, or a related field
Competencies:- Customer Focus
- Collaborates
- Communicates Effectively
- Drives Results
- Manages Complexity
- Tech Savvy
- Interpersonal Savvy
- Situational Adaptability
Essential Functions / Key Responsibilities:Customer Listening & Voice of the Customer (VOC) Leadership- Owns the enterprise VOC strategy and software partner relationship
- Defines and governs feedback touchpoints, survey methodology, and platform configuration standards across the customer journey
- Builds and prioritizes the multi-year VOC roadmap, sequencing new listening capabilities and program expansion against business priorities to drive long-term customer loyalty
- Evaluates emerging technology solutions and customer listening trends
- Conducts competitive/industry VOC and NPS benchmarking to ensure appropriate customer listening programs are in place
NPS Monitoring, Feedback Tracking & Organizational Partnership- Delivers executive-level NPS readouts and translates insights into strategic input for key enterprise initiatives, including Loyalty and omnichannel roadmaps
- Leads a recurring operating cadence with Store Operations leadership to monitor NPS performance and translate sentiment analytics into actionable insights
- Partners across the organization to identify systemic issues and opportunities from NPS scores, feedback trends, routing them to the right owners for action
- Serves as the primary escalation point and subject-matter expert for NPS inquiries, guiding stakeholders to resolution
- Partners with Stores and Contact Centers teams to implement end-to-end closed-loop resolution
Loyalty Operations and Program Management- Owns the operational playbook and program documentation for Pro Loyalty across enrollment, tier accrual, rewards and rebate disbursement, and campaign rewards management
- Oversees resolution of member and associate inquiries through the Pro Loyalty inbox, using servicing volume and feedback as a diagnostic signal for program gaps and opportunities
- Owns fraud KPI tracking and final decision authority on account suspensions and deactivations under a documented review framework
- Monitors redemption, enrollment, and fraud KPIs alongside NPS/Medallia sentiment to identify underperforming stores, districts, or regions, and partners with field leadership and Contact Centers to close root-cause gaps
Travel Required- Yes - Up to 10%
- Occasional domestic travel by car and air to stores, districts, or regions may be required. International travel is not required.
Benefits & RewardsBonus opportunities & career advancement opportunities at every level
Programs that help you reach your financial goals: 401k with company match, Employee Stock Purchase Plan, and Referral Bonus Program
Medical, Dental, Vision, Life, and other Insurance Plans (subject to eligibility criteria)
Work-life balance, including:
- Paid vacation and sick time for eligible associates
- Paid holidays plus a personal holiday
- Paid Volunteer Time Off that starts on Day 1
