Five Below - Tinley Park, IL
posted about 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 'Wowing the Customer' through outstanding service and operational excellence. This includes overseeing front-end operations, managing cash handling, ensuring store cleanliness, and driving sales performance. The CEM is not just a leader but also a motivator, trainer, and developer of staff, fostering a culture of accountability and high performance. The CEM is expected to model leadership behaviors and deliver results during their shifts, driving key performance indicators and brand loyalty through effective team leadership. This role is integral to setting the tone of the store by embodying the Five Below values, which emphasize customer focus, passion, ownership, and a fun work atmosphere. The CEM is 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 will assist in various managerial tasks, including staff scheduling, payroll processes, and merchandising procedures. They will also be accountable for achieving customer satisfaction (CSAT) score goals and driving store sales through various services offered by Five Below. The CEM must be proactive in addressing store issues and communicating effectively with both associates and management to ensure a seamless customer experience.