Customer Experience Manager

Five Below • Montgomery, AL

11d • Onsite

About The Position

The Customer Experience Manager (CEM) works under the leadership of the Store Manager and directly leads the Support Lead, Lead Cashier(s) when applicable, and store associates while serving as Manager on Duty. The CEM is responsible for customer experience, front-end operations, cash management, cleanliness, safety, and driving sales. This role models Five Below’s leadership behaviors and values, leads the team during assigned shifts, drives key performance indicators and brand loyalty, and contributes to store success. The CEM may perform Store Manager duties in the Store Manager’s absence. The position is hourly and starts at $15.00.

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.
• Frequently operate a cash register.
• Frequently move merchandise weighing up to 25 lbs 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 in person, and 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.
• Identify and discern email and printed instructions regarding merchandise layouts, associate schedules, and standard operating procedures.
• Remain in a stationary, upright position for 80% of the time.

Nice To Haves

• College experience preferred.

Responsibilities

• Ensure associates and managers provide outstanding customer service through personal contact with customers.
• Achieve customer satisfaction (CSAT) score goals provided by the District Manager.
• Lead front-end operations and train staff on the High Fives of Customer Service.
• Ensure customers receive fast, friendly checkout service.
• Maintain store cleanliness, recovery, and readiness for customers.
• Perform opening and closing procedures and Store Manager duties in the Store Manager’s absence.
• Assist with supervising, training, coaching, and developing associates, and with staff scheduling.
• Review corporate communications and respond accordingly; partner with supervisors or the corporate office regarding store issues.
• Drive store sales and control expenses, using financial reporting to identify business opportunities.
• Assist with payroll and ensure the budget is in line with plan.
• Assist with merchandising, receiving, and stocking procedures; unload trucks, check in shipments, stage and pack out merchandise.
• Ensure Candy, Crafts, and Sports Worlds meet and maintain Brand Standards.
• Adhere to Five Below Standard Operating Procedures and hold associates accountable to them.
• Handle cash procedures, including preparing and dropping bank deposits; authorize register functions such as post voids, returns, and discounts.
• Comply with Human Resources policies and procedures.
• Drive key metrics including Sales, ADS, CSAT scores, and expense control.
• Perform store maintenance, including taking out garbage, sweeping, cleaning bathrooms, and maintaining the stock room.

What This Job Offers

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