Five Below - Austin, TX
posted 4 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 welcoming and engaging environment that prioritizes customer satisfaction, which is achieved through effective front-end operations, cash management, and maintaining store cleanliness and safety. The CEM is also tasked with driving sales and ensuring that the store meets its performance goals. The CEM is not just a leader but also a role model for the team, embodying the values and behaviors that define The Five Below Way. This includes putting the customer first, unleashing passion in their work, treating the store as their own business, and setting high standards for themselves and their team. The CEM is responsible for training staff on the High Fives of Customer Service, ensuring that every guest experiences a fast and friendly checkout process, and maintaining the store's readiness for customers at all times. In addition to these responsibilities, the CEM assists in various managerial duties, including supervising and training associates, managing staff schedules, and driving store sales through various services offered by Five Below. They also play a crucial role in adhering to corporate policies and procedures, managing cash handling, and ensuring that the store meets brand standards in merchandising and cleanliness. The CEM is accountable for key performance metrics, including sales, customer satisfaction scores, and expense control, making this position integral to the store's success.