Five Below - Greenville, SC
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 '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 motivator and trainer, responsible for instilling the Five Below values in the team. This involves training staff on the High Fives of Customer Service, ensuring that each guest experiences a fast and friendly checkout process, and maintaining the store's overall cleanliness and organization. The CEM also plays a crucial role in achieving customer satisfaction (CSAT) score goals set by the District Manager, driving store sales, and controlling expenses. By leveraging financial reporting, the CEM identifies business opportunities and ensures that the store operates within budget. In addition to these responsibilities, the CEM assists in various managerial duties, including staff scheduling, coaching, and developing associates. They are accountable for adhering to and enforcing Five Below's Standard Operating Procedures (SOP) and ensuring compliance with Human Resources policies. The CEM is also involved in merchandising procedures, receiving and stocking merchandise, and maintaining brand standards in specific product areas such as Candy, Crafts, and Sports Worlds. This role is essential in creating a fun and engaging atmosphere that aligns with Five Below's mission of providing an amazing shopping experience.