Customer Experience Manager

$31,200 - $35,360/Yr

Five Below - Stafford, TX

Part-time - Mid Level

Stafford, TX

1,001-5,000 employees

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

About the position

As a Customer Experience Manager at Five Below, you will play a pivotal role in ensuring that our customers have an exceptional shopping experience. Under the guidance of the Store Manager, you will lead the store's front-end operations, focusing on cash management, cleanliness, safety, and driving sales. Your primary responsibility is to 'Wow the Customer' by creating a welcoming and engaging environment that encourages brand loyalty. You will be responsible for managing the team during your shifts, ensuring that all associates are trained to deliver outstanding customer service and meet the company's performance goals. In this role, you will model leadership behaviors and act as the Manager on Duty, driving key performance indicators and fostering a positive work culture. You will be expected to contribute to the success of the store by not only fulfilling your duties as a Customer Experience Manager but also by mentoring and developing your team. This includes training staff on the High Fives of Customer Service, maintaining store cleanliness, and ensuring that the store is always ready for customers. You will also be responsible for opening and closing procedures, cash handling, and adhering to all company policies and procedures. The Customer Experience Manager is a key member of the management team, setting the tone for the store's operations and embodying the Five Below values. You will be expected to take ownership of your responsibilities, hold your team accountable, and drive sales while controlling expenses. Your ability to communicate effectively, manage time efficiently, and maintain a high level of professionalism will be crucial to your success in this role.

Responsibilities

• Ensure all associates and managers are Wowing the Customer through personal contact with customers
• Achieve CSAT score goals provided by the District Manager
• Lead Front End Operations and train staff on the High Fives of Customer Service
• Maintain store cleanliness, recovery, and readiness for customers at all times
• Open and close store procedures
• Perform Store Manager duties in their absence
• Assist in supervising, training, coaching, and developing all Associates
• Assist in staff scheduling and review corporate communications
• Partner with supervisors or corporate office regarding store issues
• Drive store sales and control expenses
• Use financial reporting to drive business opportunities
• Assist payroll process and ensure budget compliance
• Assist in merchandising procedures and adhere to SOPs
• Handle cash management procedures including preparing and dropping bank deposits
• Authorize register functions including post voids, returns, and discounts
• Comply with Human Resources policies and procedures
• Assist in receiving and stocking procedures, including unloading merchandise and staging for sales floor
• Ensure Candy, Crafts, and Sports Worlds are set and maintained to Brand Standards
• Perform store maintenance tasks such as cleaning and organizing stock room.

Requirements

• High School Graduate or equivalent; college experience preferred
• Minimum 2 years of management experience
• Excellent verbal and written communication skills
• Ability to multi-task and think creatively
• Ability to maintain composure under pressure

Nice-to-haves

• Experience in retail management
• Knowledge of cash handling procedures
• Familiarity with customer service best practices

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance