Customer Experience Manager

Five Below - Rochester, NY

Full-time - Mid Level

Rochester, NY

10,001+ employees

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

About the position

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.

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