Five Below - Springfield, IL
posted 3 months ago
The Customer Experience Manager (CEM) at Five Below plays a pivotal role in ensuring that customers have an exceptional shopping experience. 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 culture of customer service excellence, ensuring that every customer interaction is positive and memorable. This involves overseeing front-end operations, managing cash handling procedures, and maintaining store cleanliness and safety. The CEM is also tasked with driving sales and achieving key performance indicators, including customer satisfaction scores, by leading and motivating the team to deliver outstanding service. In this role, the CEM is expected to embody the Five Below values, which emphasize putting the customer first, unleashing passion, treating the business as their own, and setting high standards for themselves and their team. The CEM will train and develop associates, ensuring they are equipped to provide the best customer service possible. This includes implementing the High Fives of Customer Service and ensuring that each guest experiences a fast and friendly checkout process. The CEM will also assist in various operational tasks, including staff scheduling, merchandising, and financial reporting, to identify business opportunities and drive store performance. The CEM is a key member of the management team, responsible for fostering a fun and energetic work environment where associates feel valued and motivated. This role requires a strong focus on accountability, professionalism, and the ability to manage multiple tasks effectively. The CEM will also be involved in store maintenance and operational procedures, ensuring that the store is always ready for customers and that associates adhere to company policies and procedures. Overall, the Customer Experience Manager is essential in creating a WOWplace for both customers and associates at Five Below.