Five Below - Laurel, MD
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 customer-centric environment that prioritizes customer satisfaction, operational efficiency, and sales growth. This involves 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 manager but a leader who embodies the Five Below values. They are expected to inspire their team, drive key performance indicators, and foster brand loyalty. This role requires a hands-on approach to leadership, where the CEM actively engages with customers and associates alike, ensuring that everyone is committed to 'Wowing the Customer.' The CEM is also responsible for training staff on the High Fives of Customer Service, which emphasizes the importance of fast and friendly service. In addition to customer service, the CEM is accountable for various operational tasks, including opening and closing procedures, supervising associates, and maintaining store standards. They must also be adept at using financial reporting to identify business opportunities and manage expenses effectively. The CEM's leadership extends to driving store sales through various services offered by Five Below, such as ear piercing and online order pickups. Overall, the CEM is a key player in creating a fun and engaging shopping experience while ensuring that the store operates smoothly and efficiently.