Customer Experience Manager

Five Below - Newport News, VA

Full-time - Mid Level

Newport News, VA

10,001+ employees

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

About the position

The Customer Experience Manager (CEM) at Five Below plays a crucial role in enhancing customer satisfaction and driving sales. Reporting to the Store Manager, the CEM leads the front-end operations, ensuring a clean and safe environment while managing cash operations. The CEM is responsible for training and developing associates, maintaining high standards of customer service, and achieving key performance indicators. This position emphasizes leadership, accountability, and a commitment to creating a fun and engaging shopping experience for customers.

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

Nice-to-haves

• College experience preferred

Benefits

• Equal Opportunity Employer