Five Below - Burlington, NC
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 shifts. 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, which are essential principles that guide interactions with customers. The CEM must ensure that every guest experiences a fast and friendly checkout process, contributing to a positive shopping experience. In addition to customer service, the CEM is responsible for various operational tasks, including cash management, opening and closing procedures, and compliance with corporate policies. They assist in supervising, training, coaching, and developing all associates, ensuring that the team is well-prepared to meet the store's goals. The CEM also plays a crucial role in driving sales by actively participating in all Five Below services and using financial reporting to identify business opportunities. This position requires a proactive approach to problem-solving and a commitment to maintaining the store's standards and operational procedures.