Five Below - Miami, FL
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 manager but a leader who embodies the Five Below values and inspires their team to do the same. 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 ensures that every guest experiences a fast and friendly checkout process, contributing to the overall success of the store. In addition to customer service, the CEM is accountable for driving sales and controlling expenses. This includes utilizing financial reporting to identify business opportunities, assisting in payroll processes, and ensuring that the store adheres to all corporate policies and procedures. 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 frequently engages with customers, assists in store maintenance, and performs various operational tasks. The CEM must be able to communicate effectively with customers and team members, maintain composure under pressure, and foster a fun and energetic work environment that encourages team collaboration and growth.