Five Below - Austin, TX
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, maintaining store cleanliness, and ensuring safety protocols are followed. The CEM is also tasked with driving sales and achieving key performance indicators, which are essential for the store's success. The CEM embodies the Five Below values and is expected to model leadership behaviors that inspire the team. This role requires a commitment to fostering a fun and energetic workplace where associates feel valued and motivated. The CEM is responsible for training staff on customer service best practices, ensuring that every guest experiences a fast and friendly checkout process. Additionally, the CEM must maintain a well-organized store that is always ready for customers, which includes managing opening and closing procedures, supervising associates, and assisting in their development. In this dynamic role, the CEM will also engage in various operational tasks such as reviewing corporate communications, partnering with supervisors on store issues, and utilizing financial reporting to identify business opportunities. The CEM is accountable for driving key metrics, including sales, average dollar sales (ADS), customer satisfaction (CSAT) scores, and expense control. This position is not just about managing day-to-day operations; it’s about leading a team to achieve greatness and ensuring that Five Below remains a place where both customers and associates can thrive.