Customer Experience Manager

Five Below - Stoughton, MA

Full-time - Mid Level

Stoughton, MA

10,001+ employees

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Customer Experience Manager at Five Below is responsible for ensuring exceptional customer service and operational excellence at the store level. This role involves training crew members, leading front-end operations, and maintaining store standards to create a welcoming environment for customers. The manager will work closely with the store manager to achieve customer service goals and oversee daily operations, ensuring that the store is always ready for customers.

Responsibilities

• Ensures all crew members are Wowing the Customer through personal contact with customers.
• Trains the crew on the B.E.S.T. customer service experience; ensuring that each guest has a fast, friendly check out experience.
• Responsible for leading their assigned store to achieve and maintain customer service score goals provided by the District Manager.
• Responsible for leading front end operations, ensuring front end merchandising (candy, soda, snacks) are set and meet or exceed brand standards.
• Ensures that all front-end equipment is in working order and associates are trained to include services where applicable.
• Responsible for opening and closing procedures, maintaining the store cleanliness, recovery, and keeping their store ready for customers at all times.
• Responsible for performing store manager duties in their absence.
• Partners with the store manager to recruit, train, coach, develop and supervise all crew members.
• Reviews all corporate communications and reacts accordingly.
• Partners with the entire store leadership team in merchandising procedures and World Recovery.
• Performs store maintenance including but not limited to taking out garbage, sweeping, cleaning bathrooms, maintaining stock room.

Requirements

• High School Graduate or equivalent.
• Minimum 2 years of management experience.
• Excellent verbal and written communication skills.
• Ability to multi-task.
• Creative thinking.
• Ability to maintain composure under pressure.

Nice-to-haves

• College experience preferred.