Five Below - Glendale, AZ
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 while acting as the Manager on Duty. The primary responsibility of the CEM is to create a customer-centric environment that prioritizes 'Wowing the Customer' through outstanding service and operational excellence. This includes overseeing front-end operations, managing cash handling procedures, and ensuring the store is clean, safe, and ready for customers at all times. The CEM is not just a leader but also a motivator and trainer, responsible for instilling the Five Below values in the team. This involves training staff on the High Fives of Customer Service, ensuring that each guest experiences a fast and friendly checkout process, and maintaining the store's overall cleanliness and organization. The CEM also plays a crucial role in achieving customer satisfaction (CSAT) score goals set by the District Manager, driving sales, and controlling expenses. By leveraging financial reporting, the CEM identifies business opportunities and assists in payroll processes to ensure budget compliance. In addition to these responsibilities, the CEM is accountable for driving key metrics such as sales, average dollar sale (ADS), CSAT scores, and expense control. This role requires a hands-on approach, as the CEM may also perform various store functions, including merchandising, receiving shipments, and maintaining stock levels. The CEM must embody the Five Below culture, which emphasizes hard work, fun, and career growth, making it a WOWplace for both customers and associates alike.