Customer Experience Manager

$37,440 - $41,600/Yr

Five Below - Ellicott City, MD

Part-time - Mid Level

Ellicott City, MD

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

About the position

As a Customer Experience Manager at Five Below, you will play a pivotal role in leading the Freight team and all store associates under the guidance of the Store Manager. Your primary responsibility will be to execute merchandising standards throughout the store while ensuring that every customer interaction is exceptional. The Merchandise Manager (MM) is tasked with not only driving sales but also maintaining operational controls, inventory integrity, asset protection, cleanliness, and safety. Your leadership will set the tone for the store, and you will be expected to model the company's values and behaviors while delivering results as the Manager on Duty. In this role, you will be responsible for overseeing the Merchandise Movement Process, ensuring that it is executed flawlessly. You will manage merchandising, signing, and resets across various departments including Now, Style, Room, Tech, and Party. Additionally, you will perform Store Manager duties in their absence, assist in supervising and training all associates, and help develop their skills. Your ability to communicate effectively and motivate your team will be crucial in driving key performance indicators and fostering brand loyalty. As part of the management team, you will also be involved in financial reporting to identify business opportunities, assist in payroll processes, and ensure that the store operates within budget. You will be responsible for maintaining assigned zones, executing the company’s Inventory Integrity process, and adhering to all Standard Operating Procedures (SOP). Your commitment to delivering exceptional customer service will be evident through your personal interactions with customers, as well as your leadership in store operations.

Responsibilities

• Lead the Freight team and all associates while acting as Manager on Duty.
• Execute merchandising standards throughout the store.
• Drive sales and maintain operational controls, inventory integrity, and asset protection.
• Assist in supervising, training, and developing all associates.
• Perform Store Manager duties in their absence.
• Ensure the Merchandise Movement Process is executed flawlessly.
• Manage merchandising, signing, and resets in various departments.
• Review corporate communications and react accordingly to store issues.
• Drive store sales and control expenses using financial reporting.
• Assist in payroll processes and ensure budget compliance.
• Maintain assigned zones and execute company Inventory Integrity process.
• Deliver exceptional customer service through personal contact with customers.
• Assist in receiving and stocking procedures, including unloading merchandise and checking in shipments.
• Perform store maintenance tasks as needed.

Requirements

• High School Graduate or equivalent; college experience preferred.
• Minimum 2 years of management experience.
• Excellent verbal and written communication skills.
• Ability to multi-task and think creatively.
• Ability to maintain composure under pressure.

Nice-to-haves

• Experience in merchandising for at least 2 years.
• Customer service experience for at least 2 years.

Benefits

• Dental insurance
• Health insurance
• Vision insurance