Customer Experience Manager

Five Below • Batavia, NY

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 the B.E.S.T. customer service experience and that customers receive fast, friendly checkout. The manager is accountable for customer service score goals, front-end merchandising and equipment, store readiness, and opening and closing procedures. They partner with the Store Manager and store leadership team to recruit, train, coach, develop, and supervise crew members and support merchandising and World Recovery. They also perform Store Manager duties in the Store Manager’s absence and complete store maintenance as needed. Additional responsibilities may be assigned by the Store Manager based on store needs.

Requirements

• High school graduate or equivalent.
• Minimum of 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 laws.
• Ability to work a flexible schedule to meet business needs, including days, evenings, weekends, and potentially overnight shifts and travel as required.
• Ability to identify and understand 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 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, managers, and coworkers in person and by telephone.
• Frequently move across the sales floor and between the sales floor and stock room to assist customers and retrieve or put away merchandise.

Nice To Haves

• College experience preferred.

Responsibilities

• Ensure crew members provide excellent customer service through personal contact and train the crew on the B.E.S.T. customer service experience.
• Ensure customers have a fast, friendly checkout experience.
• Lead the assigned store toward 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.
• Complete additional responsibilities assigned by the Store Manager according to store needs.

Benefits

• The company directs applicants to its benefits site for information about benefits and support, including health coverage and financial and personal wellness.

What This Job Offers

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