Customer Experience Manager

Five Below • Charlotte, NC

5d • Onsite

About The Position

The Customer Experience Manager leads the store’s customer-service experience and front-end operations. The role trains crew members to provide Five Below’s B.E.S.T. customer service, leads the assigned store toward customer-service score goals set by the District Manager, and works with the Store Manager and store leadership team to support store operations. The manager is also responsible for opening and closing procedures, store cleanliness and recovery, equipment readiness, front-end merchandising, and maintaining the store’s readiness for customers. In the Store Manager’s absence, this role performs Store Manager duties.

This is an hourly position starting at $15.00. The job requires a flexible schedule that may include day, evening, weekend, and overnight shifts, as well as travel when required. The description notes that it is not all-inclusive and that the Store Manager may assign additional responsibilities based on store needs.

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 work a flexible schedule to meet business needs, including day, evening, weekend, and potentially overnight shifts, and travel as required.
• Ability to operate a cash register frequently.
• Ability to frequently move merchandise weighing up to 25 pounds and place or remove merchandise at heights of 5–10 feet.
• Ability to frequently climb 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, in person and by telephone.
• Ability to frequently move across the sales floor and between the sales floor and stock room.
• 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.

Nice To Haves

• College experience preferred.

Responsibilities

• Ensure crew members provide customers with personal, welcoming service.
• Train crew members on the B.E.S.T. customer-service experience and ensure guests receive a fast, friendly checkout.
• Lead the assigned store in achieving and maintaining customer-service score goals provided by the District Manager.
• Lead front-end operations and ensure candy, soda, and snack merchandising meets or exceeds brand standards.
• Ensure front-end equipment is operational and associates are trained, including 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.

What This Job Offers

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