Five Below - Orlando, FL

posted about 1 month ago

Full-time - Mid Level
Orlando, FL
10,001+ employees
Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Customer Experience Manager (CEM) at Five Below plays a crucial role in enhancing customer satisfaction and driving sales. Reporting to the Store Manager, the CEM leads the front-end operations, ensuring a positive shopping experience for customers while managing staff and store cleanliness. This position emphasizes leadership, accountability, and a commitment to the company's values, aiming to create a fun and engaging atmosphere for both customers and associates.

Responsibilities

  • Ensures all associates and managers are Wowing the Customer through personal contact with customers
  • Responsible for achieving CSAT score goals provided by the District Manager
  • Responsible for leading Front End Operations
  • Training the staff on the High Fives of Customer Service
  • Ensures that each guest has a fast, friendly checkout
  • Responsible for maintaining the store cleanliness, recovery, and ready for customers at all times
  • Responsible for opening and closing store procedures
  • Responsible for performing SM duties in their absence
  • Assists in supervising all Associates
  • Assists in training all Associates
  • Assists in coaching all Associates
  • Assists in developing all Associates
  • Assists in staff scheduling
  • Reviews all corporate communications and reacts accordingly
  • Partners with supervisors or corporate office regarding store issues
  • Drives store sales and controls expenses
  • Drives store sales which may include performing in all Five Below services (ear piercing, balloons, buy online pick up in store, etc.)
  • Uses financial reporting to drive business opportunities
  • Assists payroll process and ensures budget is in line with plan
  • Assists in merchandising procedures
  • Adheres to and holds associates accountable to all Five Below's Standard Operating Procedures(SOP)
  • Responsible for cash handling procedures including but not limited to preparing and dropping bank deposits
  • Authorizes register functions including post voids, returns and discounts
  • Complies with Human Resources policies and procedures
  • Assists in receiving and stocking procedures
  • Unloads merchandise from trucks
  • Checks in shipments
  • Stages merchandise for the sales floor
  • Packs out merchandise
  • Responsible for ensuring Candy, Crafts, and Sports Worlds are set and maintained to Brand Standards
  • Accountable for driving Key Metrics: Sales, ADS, CSAT Scores, and Expense Control
  • 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

Benefits

  • Full-time employment
  • Opportunities for career growth
  • Dynamic work environment
  • Employee discounts
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