Manager Customer Experience

Role Overview

The Manager, Customer Experience leads Floor & Decor’s Voice of Customer strategy and NPS program, translating customer listening into action that drives critical decision-making across key Enterprise initiatives.

What You Will Do

Owns the enterprise VOC strategy, defines feedback touchpoints, builds and prioritizes the multi-year VOC roadmap, evaluates emerging technology solutions, and conducts competitive/industry VOC and NPS benchmarking.

Why It Might Be a Fit

Requires strong executive presence, excellent communication, interpersonal, and analytical skills, and proven ability to influence senior, cross-functional stakeholders.

Requirements

• 5-7+ years of experience in Customer Experience, Loyalty, Voice of Customer, or Customer Insights roles
• Bachelor’s degree in Business, Marketing, Analytics, or a related field
• Experience analyzing KPI and customer sentiment data to identify trends and root causes
• Ability to perform in a high-volume, highly complex environment
• Strong executive presence with excellent communication, interpersonal, and analytical skills

Benefits

• Bonus opportunities
• Career advancement opportunities
• 401k with company match
• Employee Stock Purchase Plan
• Referral Bonus Program
• Medical, Dental, Vision, Life, and other Insurance Plans
• Paid vacation and sick time
• Paid holidays plus a personal holiday
• Paid Volunteer Time Off