Manager Customer Experience

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.

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

Advanced degree in Business, Marketing, Analytics, or a related field

• Customer Focus
• Collaborates
• Communicates Effectively
• Drives Results
• Manages Complexity
• Tech Savvy
• Interpersonal Savvy
• Situational Adaptability

• 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

• 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

• 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.

• Bonus opportunities & career advancement opportunities at every level
• Programs that help you reach your financial goals:
• 401k with company match
• Employee Stock Purchase Plan
• 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

Floor & Decor provides equal employment opportunities to all associates and applicants without regard to age, race, color, religion or creed, national origin or ancestry, sex…