Five Below - Sandusky, OH
posted 3 months ago
At Five Below, the Customer Experience Manager (CEM) plays a pivotal role in ensuring that every customer interaction is exceptional. Under the guidance of the Store Manager, the CEM directly leads the Support Lead, Lead Cashier(s), and store associates during their shifts. The primary responsibility of the CEM is to create a customer-centric environment that prioritizes customer satisfaction, operational efficiency, and sales growth. This role is not just about managing the front end operations; it’s about embodying the Five Below culture and values, which emphasize fun, creativity, and a commitment to excellence. The CEM is tasked with driving key performance indicators, including customer satisfaction scores (CSAT), and ensuring that the store is always clean, organized, and ready for customers. This involves training staff on the High Fives of Customer Service, maintaining a fast and friendly checkout experience, and overseeing all front-end operations. The CEM must also ensure that the store adheres to all standard operating procedures (SOPs) and that associates are held accountable for their roles in delivering a WOW customer experience. In addition to customer service, the CEM is responsible for various operational tasks, including cash management, opening and closing procedures, and assisting in staff scheduling. They will also engage in merchandising procedures, manage inventory, and ensure that all areas of the store, including Candy, Crafts, and Sports Worlds, meet brand standards. The CEM must be proactive in identifying business opportunities through financial reporting and must work collaboratively with supervisors and corporate offices to address any store issues. Ultimately, the Customer Experience Manager is a leader who inspires their team to achieve the impossible, fosters a fun work environment, and drives the store’s success through exceptional customer service and operational excellence.