Customer Experience Manager

Five Below - Knoxville, TN

Full-time - Entry Level

Knoxville, TN

10,001+ employees

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

About the position

At Five Below, our growth is a result of the people who embrace our purpose: We know life is way better when you are free to Let Go & Have Fun in an amazing experience, filled with unlimited possibilities, priced so low, you can always say yes to the newest, coolest stuff! Just ask any of our over 17,000 associates who work at Five Below and they'll tell you there's no other place like it. It all starts with our purpose and then, The Five Below Way, which is our values and behaviors that each and every associate believes in. It's all about culture at Five Below, making this a place that can inspire you as much as you inspire us with big ideas, super energy, passion, and the ability to make the workplace a WOWplace! The Customer Experience Manager (CEM) plays a crucial role in ensuring that customers have a memorable shopping experience. Under the leadership of the Store Manager, the CEM directly leads the Support Lead, Lead Cashier(s) (if applicable), and associates of the store while acting as the Manager on Duty. The primary responsibility of the CEM is to “Wow the Customer” by overseeing front end operations, cash management, cleanliness, safety, and driving sales. This position requires a strong focus on customer service, as well as the ability to lead and motivate a team to achieve key performance indicators and brand loyalty. As a Five Below leader, your first priority is to contribute to the success of your store. This means that you not only deliver in your role as the Customer Experience Manager, but you also model leadership behaviors and deliver as a manager on duty. The CEM is part of the management team that sets the tone by embracing and living the Five Below Value! These values translate into creating the coolest brand on the planet, where talented people want to grow their careers. The CEM is expected to put the customer first, unleash passion, treat Five Below like their own business, set high standards, and create a fun atmosphere for both customers and associates.

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