Customer Experience Manager

$40,560 - $44,720/Yr

Five Below - Lake Elsinore, CA

Full-time - Mid Level

Lake Elsinore, CA

1,001-5,000 employees

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

About the position

The Customer Experience Manager (CEM) at Five Below is responsible for leading the store's front-end operations and ensuring exceptional customer service. This role involves managing staff, driving sales, maintaining store cleanliness, and adhering to company standards while fostering a positive work environment. The CEM plays a crucial role in achieving customer satisfaction and operational goals under the guidance of the Store Manager.

Responsibilities

• Lead the Support Lead, Lead Cashier(s), and associates while acting as Manager on Duty.
• Ensure all associates are providing excellent customer service and 'Wowing the Customer'.
• Achieve customer satisfaction score goals set by the District Manager.
• Train staff on customer service best practices.
• Maintain store cleanliness and readiness for customers at all times.
• Perform opening and closing store procedures.
• Assist in supervising, training, coaching, and developing all associates.
• Drive store sales and control expenses through financial reporting.
• Ensure compliance with all company policies and procedures.
• Handle cash management procedures, including bank deposits and register functions.

Requirements

• High school diploma or GED required; college experience preferred.
• Minimum of 2 years of management experience.
• Excellent verbal and written communication skills.
• Strong customer service skills with at least 2 years of experience.
• Ability to multi-task and maintain composure under pressure.
• Creative thinking and planning skills.

Nice-to-haves

• Experience in retail management or customer service leadership.
• Familiarity with financial reporting and expense control.

Benefits

• Health insurance
• Dental insurance
• 401(k)
• 401(k) matching
• Flexible spending account
• Paid time off
• Parental leave
• Vision insurance