Customer Experience Manager

Five Below

Full-time - Mid Level

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 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.

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
• 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