Customer Experience Manager

Five Below - Springfield, IL

Full-time - Mid Level

Springfield, IL

10,001+ employees

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

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.

Responsibilities

• Ensures all associates and managers are Wowing the Customer through personal contact with customers
• Responsible for achieving CSAT score goals provided by the District Manager
• Responsible for leading Front End Operations
• Training the staff on the High Fives of Customer Service
• Ensures that each guest has a fast, friendly, checkout
• Responsible for maintaining the store cleanliness, recovery, and ready for customers at all times
• Responsible for opening and closing store procedures
• Responsible for performing SM duties in their absence
• Assists in supervising all Associates
• Assists in training all Associates
• Assists in coaching all Associates
• Assists in developing all Associates
• Assists in staff scheduling
• Reviews all corporate communications and reacts accordingly
• Partners with supervisors or corporate office regarding store issues
• Drives store sales and controls expenses
• Drives store sales which may include performing in all Five Below services (ear piercing, balloons, buy online pick up in store, etc.)
• Uses financial reporting to drive business opportunities
• Assists payroll process and ensures budget is in line with plan
• Assists in merchandising procedures
• Adheres to and holds associates accountable to all Five Below's Standard Operating Procedures(SOP)
• Responsible for cash handling procedures including but not limited to preparing and dropping bank deposits
• Authorizes register functions including post voids, returns and discounts
• Complies with Human Resources policies and procedures
• Assists in receiving and stocking procedures
• Unloads merchandise from trucks
• Checks in shipments
• Stages merchandise for the sales floor
• Packs out merchandise
• Responsible for ensuring Candy, Crafts, and Sports Worlds are set and maintained to Brand Standards
• Accountable for driving Key Metrics: Sales, ADS, CSAT Scores, and Expense Control
• Performs store maintenance including but not limited to taking out garbage, sweeping, cleaning bathrooms, maintaining stock room

Requirements

• High School Graduate or equivalent
• Minimum 2 years of management experience
• Excellent verbal and written communication skills
• Ability to multi-task
• Creative thinking
• Ability to maintain composure under pressure

Nice-to-haves

• College experience preferred