Customer experience manager

Five Below - Marinette, WI

Full-time - Mid Level

Marinette, WI

10,001+ employees

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

About the position

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 welcoming and engaging shopping experience that 'Wows' customers, while also overseeing front-end operations, cash management, cleanliness, 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. The CEM is expected to prioritize the success of the store by not only fulfilling their own responsibilities but also modeling effective leadership behaviors. As the Manager on Duty, the CEM is responsible for delivering results, driving key performance indicators, and fostering brand loyalty through team leadership. The role emphasizes the importance of customer service, with a focus on making a positive impact in customers' lives. The CEM is tasked with training staff on the High Fives of Customer Service, ensuring that every guest experiences a fast and friendly checkout process, and maintaining store cleanliness and readiness at all times. In addition to these responsibilities, the CEM assists in various managerial duties, including supervising and training associates, managing staff schedules, and ensuring compliance with corporate policies. The CEM also plays a crucial role in driving store sales, managing expenses, and utilizing financial reporting to identify business opportunities. This position requires a commitment to maintaining Five Below's Standard Operating Procedures and ensuring that all associates are held accountable for their performance. Overall, the Customer Experience Manager is a dynamic role that combines leadership, customer service, and operational excellence to create a fun and engaging shopping environment.

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
• College experience preferred
• Minimum 2 years of management experience
• Excellent verbal and written communication skills
• Ability to multi-task
• Creative thinking
• Ability to maintain composure under pressure