Five Below - Reno, NV
posted 3 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, ensuring store cleanliness, and driving sales performance. The CEM is not only responsible for achieving customer satisfaction (CSAT) score goals set by the District Manager but also for fostering a culture of accountability and high performance among the team. The CEM is expected to model leadership behaviors and deliver results during their shifts, driving key performance indicators and brand loyalty through effective team management. This role is integral to setting the tone of the store by embodying the Five Below values, which emphasize creating a fun and inspiring workplace. The CEM must be passionate about customer service, demonstrating ownership and commitment to the store's success while motivating and developing associates to reach their full potential. In addition to leading the team, the CEM is responsible for various operational tasks, including training staff on customer service best practices, managing store opening and closing procedures, and ensuring compliance with corporate policies. The CEM will also engage in merchandising, payroll processes, and financial reporting to identify business opportunities. This position requires a proactive approach to problem-solving and a dedication to maintaining the store's standards and operational efficiency.