Five Below - Greensburg, PA
posted 4 months ago
At Five Below, the Customer Experience Manager (CEM) plays a pivotal role in ensuring that every customer interaction is exceptional. 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 create a customer-centric environment that prioritizes customer satisfaction, operational efficiency, and sales growth. This involves leading 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 fostering a culture of accountability and excellence among the team. The CEM is not just a manager but a leader who embodies the Five Below values. This includes putting the customer first, unleashing passion in the workplace, treating the business as their own, and setting high standards for themselves and their team. The CEM is expected to create a fun and engaging atmosphere that motivates associates to perform at their best while recognizing their efforts. This role requires a blend of leadership, communication, and operational skills to ensure that the store operates smoothly and meets the expectations of both customers and corporate standards. In addition to managing daily operations, the CEM is involved in training and developing associates, ensuring they are equipped with the necessary skills to deliver outstanding customer service. This includes training staff on the High Fives of Customer Service and coaching them to achieve their personal and professional goals. The CEM also collaborates with supervisors and corporate offices to address store issues and implement solutions that enhance the customer experience. Overall, the Customer Experience Manager is a key player in driving the store's success and creating a WOWplace for both customers and associates.