Customer Experience Manager

Five Below • Batavia, NY

11d • Onsite

About The Position

The Customer Experience Manager leads customer service and front-end operations at an assigned Five Below store. The role trains and guides crew members to provide a fast, friendly checkout and a strong customer experience, and works toward customer service score goals set by the District Manager. The manager oversees front-end merchandising and equipment, opening and closing procedures, store cleanliness and recovery, and readiness for customers. They perform store manager duties in the store manager’s absence and partner with store leadership on recruiting, training, coaching, development, supervision, merchandising, and World Recovery. This is an hourly position starting at $19.00. The job requires a flexible schedule that may include day, evening, weekend, and overnight shifts, as well as travel when required. The listed physical functions include frequent cash-register operation; moving merchandise weighing up to 25 pounds and placing or removing it at heights of 5–10 feet; frequent ladder use, bending, kneeling, twisting, and stooping; moving throughout the sales floor and stock room; and remaining upright and stationary for 80% of the time.

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, including day, evening, and weekend shifts, potentially overnight shifts, and travel as required.
• Ability to frequently operate a cash register; move merchandise weighing up to 25 pounds and place or remove merchandise at heights of 5–10 feet; ascend and descend ladders; kneel, bend, twist, and stoop; move around the sales floor and stock room; and remain upright and stationary for 80% of the time.
• Ability to communicate and exchange accurate information with customers, managers, and coworkers in person and by telephone.
• Ability to identify and understand email and printed instructions regarding merchandise layouts, associate schedules, and standard operating procedures.

Nice To Haves

• College experience preferred.

Responsibilities

• Ensure crew members provide a strong customer experience through personal contact with customers.
• Train crew members on the B.E.S.T. customer service experience and ensure guests receive fast, 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 to provide applicable services.
• Complete opening and closing procedures and maintain store cleanliness, recovery, and customer readiness.
• 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.
• Take on additional responsibilities as determined by the Store Manager according to store needs.

What This Job Offers

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