Customer Experience Manager

Five Below - Tallahassee, FL

Full-time - Mid Level

Tallahassee, FL

10,001+ employees

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

About the position

The Customer Experience Manager (CEM) at Five Below plays a crucial role in ensuring that customers have an exceptional shopping experience. Under the leadership of the Store Manager, the CEM directly oversees 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 managing front-end operations, cash handling, maintaining cleanliness, ensuring safety, and driving sales. This position is integral to the management team, setting the tone for the store by embodying and promoting the Five Below values, which focus on creating a fun and engaging atmosphere for both customers and employees. 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 responsible for training staff on customer service best practices, ensuring that every guest experiences a fast and friendly checkout process, and maintaining the store's cleanliness and readiness for customers at all times. Additionally, the CEM assists in various managerial duties, including staff scheduling, payroll processes, and merchandising procedures, while also ensuring compliance with company policies and procedures. The CEM must be proactive in driving store sales, managing expenses, and utilizing financial reporting to identify business opportunities. They are also responsible for cash handling procedures, including preparing and dropping bank deposits, and authorizing register functions. The role requires frequent interaction with customers and associates, necessitating strong communication skills and the ability to multitask effectively. Overall, the Customer Experience Manager is a vital position that contributes to the overall success and culture of Five Below, where the focus is on fun, growth, and customer satisfaction.

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