Customer Experience Manager

Five Below•Modesto, CA

10d•Onsite

About The Position

The Customer Experience Manager leads customer service and front-end operations at an assigned Five Below store. The role ensures crew members deliver a positive customer experience, trains associates on the B.E.S.T. customer service experience, and works toward customer service score goals set by the District Manager. The manager maintains front-end merchandising and equipment, supports store readiness and cleanliness, and performs store manager duties when the Store Manager is absent. In partnership with the Store Manager and store leadership team, this role recruits, trains, coaches, develops, and supervises crew members and supports merchandising and World Recovery. The position also performs store maintenance and other duties as assigned based on store needs. It requires a flexible schedule that may include day, evening, weekend, or overnight shifts, and travel as required.

Requirements

High school graduate or equivalent.
At least 2 years of management experience.
Excellent verbal and written communication skills.
Ability to multitask.
Creative thinking.
Ability to maintain composure under pressure.
Must be at least 18 years old and able to perform all essential job functions in compliance with applicable federal, state, and local laws.
Ability to work a flexible schedule to meet business needs, including day, evening, weekend, and potentially overnight shifts, and travel as required.
Ability to identify and discern email and printed instructions regarding merchandise layouts, associate schedules, and standard operating procedures.
Ability to remain in a stationary, upright position for 80% of the time.
Frequently operate a cash register.
Frequently move merchandise weighing up to 25 pounds and place or remove merchandise at heights of 5–10 feet.
Frequently ascend and descend ladders to retrieve and put away stock.
Frequently kneel, bend, twist, and stoop, including in the stock room and on the sales floor.
Frequently communicate and exchange accurate information with customers by telephone and face-to-face, as well as with managers and coworkers.
Frequently move across the sales floor and to and from the stock room to assist customers and retrieve or put away merchandise.

Nice To Haves

College experience preferred.

Responsibilities

Ensure crew members provide strong customer service through personal contact with customers.
Train crew members on the B.E.S.T. customer service experience and ensure guests receive fast, friendly checkout service.
Lead the assigned store in achieving and maintaining customer service score goals provided by the District Manager.
Lead front-end operations and ensure front-end merchandising, including candy, soda, and snacks, meets or exceeds brand standards.
Ensure front-end equipment is working and associates are trained to provide applicable services.
Perform opening and closing procedures and maintain store cleanliness, recovery, and readiness for customers.
Perform Store Manager duties in the Store Manager’s absence.
Partner with the Store Manager to recruit, train, coach, develop, and supervise crew members.
Review corporate communications and respond accordingly.
Partner with the store leadership team on merchandising procedures and World Recovery.
Perform store maintenance, including taking out garbage, sweeping, cleaning bathrooms, and maintaining the stock room.
Perform additional responsibilities as determined by the Store Manager according to store needs.