Five Below - Irving, TX
posted 2 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 while acting as the Manager on Duty. The primary responsibility of the CEM is to create a customer-centric environment that prioritizes 'Wowing the Customer' through outstanding service and operational excellence. This includes overseeing front-end operations, managing cash handling, maintaining store cleanliness, and ensuring safety protocols are followed. The CEM is also tasked with driving sales and achieving key performance indicators, such as customer satisfaction scores, by leading and motivating the team to deliver their best. The CEM embodies the Five Below culture, which emphasizes fun, creativity, and a commitment to excellence. This role requires a leader who can inspire associates to embrace the company's values and behaviors, fostering an atmosphere where both customers and employees feel valued. The CEM is responsible for training staff on the High Fives of Customer Service, ensuring that every guest experiences a fast and friendly checkout process. Additionally, the CEM assists in various managerial duties, including staff scheduling, performance coaching, and adherence to corporate policies and procedures. In this dynamic role, the CEM must be proactive in identifying business opportunities through financial reporting and must be adept at managing store operations efficiently. The CEM is also responsible for maintaining the store's visual standards and ensuring that all merchandise is properly stocked and displayed. This position is not just about managing tasks; it’s about leading a team to create a WOWplace where customers can enjoy their shopping experience and associates can thrive in their careers.