Five Below
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 during their shifts. 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 just a manager but a leader who embodies the Five Below values and inspires their team to do the same. The CEM is responsible for achieving customer satisfaction (CSAT) score goals set by the District Manager and is tasked with training staff on the High Fives of Customer Service to ensure that every guest experiences a fast and friendly checkout. They are also responsible for maintaining the store's readiness for customers at all times, which includes overseeing opening and closing procedures, supervising associates, and ensuring compliance with corporate policies and procedures. The CEM must also be adept at using financial reporting to identify business opportunities and assist in managing payroll processes to align with budgetary goals. In addition to operational responsibilities, the CEM is expected to foster a fun and engaging work atmosphere, recognizing team efforts and encouraging a culture of hard work and career growth. This role requires a blend of leadership, communication, and sales-driven attributes, making it essential for the CEM to set high standards for themselves and their team while also being accountable for driving key metrics such as sales, average daily sales (ADS), CSAT scores, and expense control.