Five Below - Venice, FL
posted 3 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 flow, 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's first priority is to contribute to the store's success. This involves not only fulfilling their own responsibilities but also modeling effective leadership behaviors. The CEM is expected to deliver results during their shifts, drive key performance indicators, and foster brand loyalty through team leadership. The role emphasizes the importance of customer service, with a focus on making a positive impact in customers' lives. 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. In addition to these responsibilities, the CEM assists in various managerial tasks, including supervising and training associates, managing staff schedules, and reviewing corporate communications. They also play a crucial role in driving store sales, controlling expenses, and adhering to standard operating procedures. The CEM is accountable for cash handling procedures and must ensure compliance with human resources policies. This position requires a proactive approach to problem-solving and a commitment to achieving the store's goals, including customer satisfaction scores and sales metrics.