Five Below - Lowell, MA
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 guidance of the Store Manager, the CEM directly leads the Support Lead, Lead Cashier(s), and store associates during their shifts. 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 procedures, and ensuring the store is clean, safe, and ready for customers at all times. The CEM is not just a leader but also a model of the Five Below values, which emphasize passion, accountability, and a commitment to excellence. They are responsible for achieving customer satisfaction (CSAT) score goals set by the District Manager and for training staff on the High Fives of Customer Service. The CEM must ensure that every guest experiences a fast and friendly checkout process, contributing to a positive shopping experience. In addition to customer service, the CEM is tasked with driving store sales and controlling expenses. This includes performing various Five Below services, utilizing financial reporting to identify business opportunities, and assisting in payroll processes to ensure budget compliance. The CEM also plays a crucial role in merchandising, ensuring that product displays meet brand standards and that the store is well-stocked and organized. The role requires a hands-on approach, as the CEM will frequently engage in store maintenance tasks, assist in receiving and stocking merchandise, and ensure that all associates are trained, coached, and developed to meet the store's operational needs. The CEM must embody the spirit of Five Below, creating a fun and energetic atmosphere that inspires both customers and team members alike.