Five Below - Jurupa Valley, CA
posted 3 months ago
At Five Below, the Customer Experience Manager (CEM) plays a pivotal role in ensuring that every customer interaction is exceptional. Under the leadership of the Store Manager, the CEM directly oversees 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 by embodying and promoting the Five Below values, which focus on creating a fun and engaging shopping experience. The CEM is tasked with leading the team to achieve key performance indicators and brand loyalty. This involves not only managing daily operations but also modeling leadership behaviors that inspire associates to deliver outstanding service. The CEM is expected to 'Wow the Customer' by putting their needs first, unleashing passion in the workplace, treating the store as their own business, and setting high standards for themselves and their team. The role requires a commitment to fostering a positive work culture where hard work is balanced with fun, and where team members are recognized for their contributions. In addition to customer service excellence, the CEM is responsible for various operational tasks, including training staff on customer service best practices, ensuring store cleanliness, managing cash handling procedures, and driving sales through effective merchandising and promotional strategies. The CEM must also be adept at using financial reporting to identify business opportunities and ensure that the store operates within budgetary constraints. This position is not just about managing tasks; it’s about leading a team to create a memorable shopping experience that aligns with Five Below’s mission and values.