Customer Experience Manager

Five Below • Wentzville, MO

9d • Onsite

About The Position

The Customer Experience Manager leads customer service and front-end operations at a Five Below store. The role ensures crew members provide engaging, fast, and friendly service and that the store meets customer service score goals set by the District Manager. The manager supports store readiness through opening and closing procedures, cleanliness, recovery, merchandising, and equipment upkeep, and performs Store Manager duties when the Store Manager is absent.

Working in partnership with the Store Manager and other store leaders, the Customer Experience Manager recruits, trains, coaches, develops, and supervises crew members; follows corporate communications; and supports merchandising procedures and World Recovery. The role also includes store maintenance and other responsibilities assigned according to store needs. The position requires a flexible schedule, including days, evenings, weekends, and potentially overnight shifts, as well as travel when required.

Requirements

• High school graduate or equivalent.
• Minimum 2 years of management experience.
• Excellent verbal and written communication skills.
• Ability to multitask.
• Creative thinking.
• Ability to maintain composure under pressure.
• At least 18 years old and able to perform the essential job functions in compliance with applicable federal, state, and local laws.
• Ability to work a flexible schedule to meet business needs, including days, evenings, weekends, and potentially overnight shifts; travel may be required.
• Ability to identify and discern email and printed instructions about merchandise layouts, associate schedules, and standard operating procedures.
• Ability to frequently operate a cash register; move merchandise weighing up to 25 lbs and place or remove merchandise at heights of 5–10 feet; climb and descend ladders; kneel, bend, twist, and stoop; move across the sales floor and between the sales floor and stock room; communicate and exchange accurate information; and remain stationary and upright for 80% of the time.

Nice To Haves

• College experience preferred.

Responsibilities

• Ensure crew members engage customers through personal contact and provide the B.E.S.T. customer service experience, including fast and friendly checkout.
• 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, including on applicable services.
• Perform opening and closing procedures; maintain store cleanliness and recovery; and keep the store ready 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.
• Carry out additional responsibilities assigned by the Store Manager according to store needs.

Benefits

• The posting directs applicants to Five Below’s benefits site for information about health coverage and financial and personal wellness support; specific benefits are not listed.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED