Five Below - El Monte, CA
posted about 2 months ago
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 during their shifts. The primary responsibility of the CEM is to create a customer-centric environment that prioritizes customer satisfaction, operational efficiency, and sales growth. This involves overseeing front-end operations, managing cash handling procedures, and maintaining store cleanliness and safety standards. The CEM is also responsible for driving sales and achieving key performance indicators, including customer satisfaction scores, by leading and motivating the team to deliver outstanding service. The CEM embodies the Five Below culture, which emphasizes fun, creativity, and a commitment to excellence. They are expected to model leadership behaviors, ensuring that all associates are engaged and empowered to 'Wow the Customer.' This includes training staff on the High Fives of Customer Service, ensuring fast and friendly checkouts, and maintaining a store environment that is always ready for customers. The CEM also plays a crucial role in staff development, assisting in training, coaching, and scheduling associates to optimize store performance. In addition to customer service and team leadership, the CEM is responsible for various operational tasks, including opening and closing procedures, cash handling, and compliance with corporate policies. They must also be adept at using financial reporting to identify business opportunities and drive sales. The CEM is a key member of the management team, contributing to the overall success of the store by fostering a positive work environment and ensuring that all associates adhere to Five Below's Standard Operating Procedures (SOP).