Five Below - Oak Ridge, TN
posted 5 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 'Wow the Customer' by overseeing front-end operations, managing cash flow, ensuring cleanliness and safety, and driving sales. This position is integral to the management team, setting the tone for the store's culture and performance by embodying the Five Below values. As a leader at Five Below, the CEM is expected to prioritize the success of the store by not only fulfilling their own responsibilities but also modeling effective leadership behaviors. This includes delivering results during their shifts, driving key performance indicators, and fostering brand loyalty through team leadership. The CEM is tasked with creating a vibrant and engaging atmosphere where both customers and associates feel valued and inspired. The role emphasizes the importance of customer service, teamwork, and a fun work environment, aligning with the company's mission to provide an enjoyable shopping experience. The CEM is responsible for ensuring that all associates are actively engaged in providing excellent customer service, achieving customer satisfaction (CSAT) score goals, and maintaining operational standards. This includes training staff on customer service best practices, ensuring efficient checkout processes, and maintaining store cleanliness. The CEM also plays a crucial role in managing store operations, including opening and closing procedures, cash handling, and compliance with corporate policies. Overall, the Customer Experience Manager is a dynamic position that requires strong leadership, communication skills, and a commitment to excellence in customer service.