Five Below - Waco, TX
posted 2 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 while acting as the Manager on Duty. The primary responsibility of the CEM is to create a customer-centric environment that prioritizes customer satisfaction, front-end operations, cash management, cleanliness, safety, and driving sales. This position is integral to the management team, setting the tone for the store's culture and performance by embodying the Five Below values. The CEM is tasked with "Wowing the Customer" by putting their needs first and making a positive impact on their shopping experience. This involves leading by example, demonstrating leadership behaviors, and ensuring that the team is motivated and engaged. The CEM is responsible for achieving Customer Satisfaction (CSAT) score goals set by the District Manager and for training staff on the High Fives of Customer Service, ensuring that every guest enjoys a fast and friendly checkout experience. In addition to customer service, the CEM oversees the cleanliness and organization of the store, ensuring it is always ready for customers. They are responsible for opening and closing procedures, supervising and training associates, and driving store sales while managing expenses. The CEM also plays a crucial role in financial reporting, payroll processes, and merchandising procedures, ensuring compliance with all company policies and procedures. This position requires a proactive approach to problem-solving and a commitment to maintaining the highest standards of service and operational excellence.