full time customer experience manager

Five Below•Lawrence, KS

1d•Onsite

About The Position

The Customer Experience Manager leads the store’s customer-service efforts and front-end operations, ensuring associates provide a fast, friendly checkout and that the store meets customer-service goals. This role supports store leadership by maintaining merchandising and operational standards, keeping the store ready for customers, and performing Store Manager duties when the Store Manager is absent. The position also involves recruiting, training, coaching, developing, and supervising crew members in partnership with the Store Manager and leadership team. This is an hourly position with a flexible schedule based on business needs. Work may include day, evening, weekend, and overnight shifts, as well as travel when required. The role requires frequent movement and physical tasks on the sales floor and in the stock room, including handling merchandise, using ladders, and maintaining store cleanliness.

Requirements

High school graduate or equivalent.
At least 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 that may include day, evening, weekend, and overnight shifts, and travel as required.
Ability to frequently operate a cash register; move merchandise weighing up to 25 pounds and place or retrieve merchandise at heights of 5–10 feet; and frequently use ladders.
Ability to frequently kneel, bend, twist, and stoop, move around the sales floor and stock room, and communicate accurately with customers and coworkers in person and by telephone.
Ability to remain in a stationary, upright position for 80% of the time.
Ability to identify and understand email and printed instructions about merchandise layouts, associate schedules, and standard operating procedures.

Nice To Haves

College experience.

Responsibilities

Ensure crew members provide excellent customer service through personal contact with customers.
Train crew members in the B.E.S.T. customer service experience and ensure fast, friendly checkout service.
Lead the assigned store in achieving and maintaining 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 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.