Customer Experience Manager

$40,560 - $44,720/Yr

Five Below - Escondido, CA

Part-time - Mid Level

Escondido, CA

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

About the position

Under the leadership of the Store Manager, the Customer Experience Manager (CEM) directly leads the Freight team and all associates of the store while acting as the Manager on Duty. The CEM is responsible for executing merchandising standards throughout the store and ensuring that customers are 'Wowed' by their experience. This role encompasses operational controls, inventory integrity, asset protection, cleanliness, safety, and driving sales. As the store leader, the CEM's first priority is to contribute to the success of the store by not only fulfilling their responsibilities but also modeling leadership behaviors and delivering results as a manager on duty. This includes driving key performance indicators and fostering brand loyalty through effective team leadership. The CEM is part of the management team that sets the tone for the store by embracing and living the company values. Key attributes of the CEM include leadership, training and development, communication, ownership, commitment, accountability, delegation, follow-up, sales driving, goal orientation, and professionalism. The CEM is also expected to develop emerging skills such as planning and time management. Key operations responsibilities include ensuring the flawless execution of the Merchandise Movement Process, overseeing merchandising, signing, and resets in various departments, and performing Store Manager duties in their absence. The CEM assists in supervising, training, coaching, and developing all associates, as well as managing staff scheduling. They are responsible for reviewing corporate communications, partnering with supervisors or the corporate office regarding store issues, driving store sales, controlling expenses, and using financial reporting to identify business opportunities. The CEM also assists with payroll processes, maintains assigned zones, and ensures adherence to company policies and procedures, including cash handling and asset protection protocols. Exceptional customer service is a priority, and the CEM is expected to engage with customers directly to enhance their shopping experience.

Responsibilities

• Lead the Freight team and all store associates as the Manager on Duty.
• Execute merchandising standards throughout the store.
• Ensure operational controls, inventory integrity, and asset protection.
• Drive sales and deliver exceptional customer service.
• Assist in supervising, training, and developing all associates.
• Manage staff scheduling and review corporate communications.
• Drive store sales and control expenses using financial reporting.
• Ensure compliance with company policies and procedures, including cash handling and safety processes.
• Perform Store Manager duties in their absence.
• Maintain cleanliness and organization of the store.

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 and customer service for at least 2 years.

Benefits

• Dental insurance
• Health insurance
• Vision insurance