Customer Experience Manager

Five Below - Greensburg, PA

Full-time - Entry Level

Greensburg, PA

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 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.

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

Nice-to-haves

• College experience preferred

Benefits

• Competitive salary
• Employee discounts
• Career growth opportunities
• Fun and engaging work environment