Five Below - Covina, CA
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 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 create a customer-centric environment that prioritizes 'Wowing the Customer' through outstanding service and operational excellence. This includes overseeing front-end operations, managing cash handling procedures, and ensuring the store is clean, safe, and ready for customers at all times. The CEM is not only responsible for achieving customer satisfaction (CSAT) score goals set by the District Manager but also for training and developing staff on the High Fives of Customer Service. This role requires a hands-on approach to leadership, where the CEM must model the Five Below values and behaviors, driving key performance indicators and brand loyalty through effective team management. The CEM is expected to foster a fun and energetic workplace culture, encouraging associates to take ownership of their roles and contribute to the store's success. In addition to customer service excellence, the CEM is accountable for driving store sales, controlling expenses, and ensuring compliance with corporate policies and procedures. This includes performing various operational tasks such as opening and closing the store, managing payroll processes, and assisting in merchandising procedures. The CEM must also be proactive in addressing store issues and collaborating with supervisors and corporate offices to enhance store performance. Overall, the Customer Experience Manager is a vital part of the management team, dedicated to creating a WOWplace for both customers and associates.