Five Below - Rochester, NY
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 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 procedures, and ensuring the store is clean, safe, and ready for customers at all times. The CEM is not just a leader but also a motivator and trainer, responsible for instilling the Five Below values in the team. This involves training staff on the High Fives of Customer Service, ensuring that each guest experiences a fast and friendly checkout, and maintaining a fun atmosphere that encourages team recognition and engagement. The CEM is also accountable for achieving customer satisfaction (CSAT) score goals set by the District Manager, driving store sales, and controlling expenses through effective management practices. In addition to these responsibilities, the CEM assists in various operational tasks such as staff scheduling, reviewing corporate communications, and partnering with supervisors or the corporate office to address store issues. The role requires a hands-on approach, as the CEM may also perform store maintenance tasks and assist in receiving and stocking merchandise. Overall, the Customer Experience Manager is integral to creating a WOWplace for both customers and associates, fostering a culture of fun, accountability, and high performance.