Five Below - Wayne, NJ
posted 4 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 handling, 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 fun and engaging atmosphere for both customers and associates, ensuring that every guest experiences fast and friendly service. The role also involves training staff on customer service best practices, maintaining store cleanliness, and adhering to operational procedures. The CEM is responsible for various operational tasks, including opening and closing procedures, supervising and training associates, managing payroll processes, and ensuring compliance with corporate policies. They also play a crucial role in driving store sales, managing expenses, and utilizing financial reporting to identify business opportunities. The CEM must maintain a high standard of store presentation and ensure that all merchandise is stocked and displayed according to brand standards. Overall, the Customer Experience Manager is a dynamic position that requires a blend of leadership, operational expertise, and a passion for customer service.