Pro services manager

Purpose:

The Pro Services Program Manager plays a critical role in advancing the company’s PRO and Loyalty strategy by overseeing the execution and continuous improvement of key programs that support professional customer growth and retention. This role combines strategic planning with operational execution, requiring close collaboration across Operations, Marketing, Finance, Strategy, and Data Analytics.

The position is responsible for managing program performance, driving process optimization, and enhancing the overall customer experience within the PRO segment. Through data-driven insights and cross-functional partnership, the Pro Services Program Manager ensures alignment of program initiatives with broader business goals and contributes to the long-term success of the PRO and Loyalty platform.

Minimum Eligibility Requirements:

• Bachelors Degree in Business, Marketing, Analytics, or a related field required.
• 3+ years of experience in data analysis, business operations, or program management, ideally within a retail or customer loyalty context.
• Proven ability to analyze complex data, identify actionable insights, and translate findings into strategic recommendations.
• Demonstrated initiative and ownership — a self-starter who proactively identifies opportunities and drives them to completion.
• Advanced proficiency in Microsoft Excel and PowerPoint; experience with Salesforce, Power BI, or similar tools is a strong plus.
• Strong communication and presentation skills, with the ability to influence stakeholders across all levels of the organization.
• Experience supporting field teams or customer-facing operations, with a commitment to delivering exceptional service.
• Prior experience with loyalty programs, customer segmentation, or CRM systems is highly desirable.
• Ability to thrive in a fast-paced, high-growth environment with shifting priorities and cross-functional collaboration.

Essential Job Functions:

• Lead the strategy, execution, and continuous improvement of Floor and Decor’s PRO Premier Rewards Loyalty Program, ensuring alignment with business goals. Provide support to field leadership and store teams, serving as the subject matter expert for loyalty processes and policies.
• Serve as the primary point of contact for store teams and field leadership, providing expert guidance on loyalty processes, policies, and best practices.
• Design, build, and maintain dashboards and reporting tools (Salesforce, Power BI, Excel) to monitor program performance and uncover growth opportunities.
• Drive customer acquisition, retention, and engagement initiatives to expand the PRO Services footprint and increase sales.
• Conduct deep-dive analyses to uncover trends, synthesize insights, and present findings to senior leadership with clear recommendations.
• Collaborate with Marketing, IT, Finance, and Strategy teams to launch new initiatives, streamline operations, and enhance the customer experience.
• Develop and maintain SOPs, training materials, and internal communications to ensure consistency and clarity across all store locations.
• Manage vendor relationships, ensuring timely fulfillment, issue resolution, and compliance with program standards.

Working Conditions (travel & environment)

Limited travel required including air and car travel. While performing the duties of this job, the employee is occasionally exposed to a warehouse environment and moving vehicles. The noise level in the work environment is typically quiet to moderate.

PHYSICAL/SENSORY REQUIREMENTS

Sedentary Work – Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.

Note: Floor & Decor considers all applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, medical condition, pregnancy, marital or familial status, veteran status, or based on any other class protected by applicable federal, state, or local law. Floor & Decor also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer at its sole discretion.

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.