Customer Experience Manager

Five Below • Lorain, OH

11d • 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 provide the B.E.S.T. customer service experience, works toward customer service score goals set by the District Manager, and maintains front-end merchandising and equipment to brand standards. It also supports overall store readiness, cleanliness, recovery, and leadership, including performing Store Manager duties in the Store Manager’s absence. The position is hourly and starts at $15.00 per hour.

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 federal, state, and local laws.
• Ability to frequently operate a cash register.
• Ability to frequently move merchandise weighing up to 25 pounds and place or remove merchandise at heights of 5–10 feet.
• Ability to frequently ascend and descend ladders to retrieve and put away stock.
• Ability to frequently kneel, bend, twist, and stoop, including in the stock room and on the sales floor.
• Ability to frequently communicate and exchange accurate information with customers, managers, and coworkers, by telephone and face-to-face.
• Ability to frequently move across the sales floor and between the sales floor and stock room while assisting customers and handling merchandise.
• Ability to work a flexible schedule to meet business needs, including day, evening, weekend, and potentially overnight shifts, as well as travel when required.
• Ability to identify and understand email and printed instructions about merchandise layouts, associate schedules, and standard operating procedures.
• Ability to remain in a stationary, upright position for 80% of the time.

Nice To Haves

• College experience preferred.

Responsibilities

• Ensure crew members engage with customers and deliver a welcoming experience through personal contact.
• Train the crew on the B.E.S.T. customer service experience and help ensure guests receive fast, friendly checkout service.
• Lead the assigned store toward customer service score goals provided by the District Manager.
• Lead front-end operations and ensure candy, soda, snacks, and other front-end merchandising meet or exceed brand standards.
• Ensure front-end equipment is working and associates are trained to use it, including 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.
• Carry out additional responsibilities assigned 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