Five Below - Simi 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 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 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 effective leadership behaviors. The CEM is expected to inspire the team to 'Wow the Customer' by putting their needs first and making a positive impact on their shopping experience. This role requires a commitment to excellence, where the CEM must check their ego at the door, treat the store as their own business, and hire talent that shares this vision. The CEM is also responsible for setting high standards for themselves and their team, encouraging risk-taking, and fostering a fun work atmosphere that recognizes and celebrates team efforts. In addition to these responsibilities, the CEM must ensure that all associates are trained in the High Fives of Customer Service, maintain store cleanliness, and oversee cash handling procedures. The CEM will also assist in various operational tasks, including staff scheduling, merchandising, and compliance with corporate policies. This role is essential in driving store sales and controlling expenses, ensuring that the store is always ready for customers, and that all operational standards are met.