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 & Rewards
Bonus 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
Equal Employment Opportunity
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 (including pregnancy), sexual orientation, gender, gender identity, disability, veteran status, genetic information, ethnicity, citizenship, or any other category protected by law.
This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment. This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.