Five Below - Canton, GA
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 during their shift. The primary responsibility of the CEM is to create a customer-centric environment that prioritizes customer satisfaction, operational efficiency, and sales growth. This role is not just about managing the front end operations; it’s about embodying the Five Below culture and values, which emphasize fun, creativity, and a commitment to excellence. The CEM is tasked with driving key performance indicators, including customer satisfaction scores (CSAT), and ensuring that the store is always clean, organized, and ready for customers. This involves training staff on the High Fives of Customer Service, maintaining a fast and friendly checkout experience, and overseeing the overall cleanliness and recovery of the store. The CEM also plays a crucial role in opening and closing procedures, cash management, and ensuring compliance with company policies and procedures. In addition to operational responsibilities, the CEM is expected to lead by example, motivating and developing associates to achieve their best. This includes coaching, scheduling, and providing feedback to team members. The CEM must also be proactive in addressing store issues, collaborating with supervisors and corporate offices as needed, and utilizing financial reporting to identify business opportunities. Ultimately, the CEM is a key player in fostering a positive work environment that encourages growth, teamwork, and a shared commitment to the Five Below mission.