Customer Experience Manager-Bel Air

Five Below • Bel Air, MD

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 deliver personal, fast, and friendly service and that the store achieves customer service score goals set by the District Manager. It also oversees front-end merchandising and equipment, store readiness and cleanliness, and opening and closing procedures. The manager performs Store Manager duties when the Store Manager is absent and partners with store leadership on recruiting, training, coaching, development, supervision, merchandising, and recovery. Additional responsibilities may be assigned by the Store Manager according to store needs.

This hourly position starts at $18.50. The role requires a flexible schedule that may include day, evening, weekend, or overnight shifts, and travel as required. Five Below describes its benefits as including health coverage and financial and personal wellness support, with details available on its benefits site.

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.
• Able to frequently operate a cash register; move merchandise weighing up to 25 pounds and place or remove merchandise at heights of 5–10 feet; and ascend and descend ladders.
• Able to frequently kneel, bend, twist, and stoop, including in the stock room and on the sales floor.
• Able to frequently communicate and exchange accurate information with customers, managers, and coworkers, both in person and by telephone.
• Able to frequently move across the sales floor and between the sales floor and stock room to assist customers and retrieve or put away merchandise.
• Able to work a flexible schedule, including days, evenings, weekends, and possibly overnight shifts, with travel as required.
• Able to identify and understand email and printed instructions concerning merchandise layouts, associate schedules, and standard operating procedures.
• Able to remain stationary in an upright position for 80% of the time.

Nice To Haves

• College experience preferred.

Responsibilities

• Ensure crew members provide personal customer contact and deliver the B.E.S.T. customer service experience, including fast and friendly checkout.
• Lead the assigned store toward customer service score goals set 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 cleanliness, recovery, and store 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.
• Carry out additional responsibilities assigned by the Store Manager based on store needs.

Benefits

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

What This Job Offers

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