Five Below - Lexington, KY
posted 3 months ago
At Five Below, our growth is driven by 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! The Customer Experience Manager (CEM) plays a crucial role in this mission by ensuring that every customer interaction is positive and memorable. Under the leadership of the Store Manager, the CEM directly leads the Support Lead, Lead Cashier(s), and associates of the store while acting as the Manager on Duty. This position is responsible for creating a customer-centric environment that prioritizes customer satisfaction and operational excellence. The CEM is tasked with driving front-end operations, managing cash handling procedures, maintaining store cleanliness, and ensuring safety protocols are followed. This role is pivotal in achieving sales goals and enhancing brand loyalty by leading the team effectively. As a Five Below leader, the CEM must model leadership behaviors, contribute to the store's success, and inspire associates to deliver exceptional service. The CEM is also responsible for training staff on customer service best practices, ensuring that every guest experiences a fast and friendly checkout process, and maintaining a store environment that is always ready for customers. In addition to operational responsibilities, the CEM is accountable for driving key performance indicators such as sales, customer satisfaction scores, and expense control. This includes using financial reporting to identify business opportunities and assisting in payroll processes to ensure budget compliance. The CEM must also adhere to and enforce all Five Below's Standard Operating Procedures (SOP) while fostering a fun and engaging workplace culture that encourages team recognition and personal growth.