Five Below - Thousand Oaks, CA
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 leadership of the Store Manager, the CEM directly oversees the Support Lead, Lead Cashier(s), and store associates during their shift as the Manager on Duty. The primary responsibility of the CEM is to create a customer-centric environment that 'Wows the Customer' through effective front-end operations, cash management, and maintaining a clean and safe store. This role is integral to driving sales and fostering brand loyalty by leading the team to achieve key performance indicators (KPIs). The CEM is not just a manager but a leader who embodies the Five Below values and inspires the team to do the same. This includes prioritizing customer satisfaction, training staff on the High Fives of Customer Service, and ensuring that every guest experiences a fast and friendly checkout process. The CEM is also responsible for maintaining store cleanliness and readiness, overseeing opening and closing procedures, and stepping in to perform Store Manager duties when necessary. In addition to operational responsibilities, the CEM plays a crucial role in staff development, including training, coaching, and scheduling associates. They are expected to drive store sales through various services offered by Five Below and utilize financial reporting to identify business opportunities. The CEM must adhere to all Standard Operating Procedures (SOP) and ensure compliance with Human Resources policies. This position requires a proactive approach to problem-solving and a commitment to achieving sales goals while managing expenses effectively. Overall, the Customer Experience Manager is a key player in creating a fun and engaging workplace that not only meets but exceeds customer expectations, contributing to the overall success of the store and the Five Below brand.