Customer Experience Manager

Five Below • Lacey Township, NJ

13d • 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 provide an engaging customer experience, checkout is fast and friendly, and customer service score goals set by the District Manager are achieved and maintained. The manager oversees front-end merchandising and equipment, opening and closing procedures, store cleanliness and recovery, and may perform Store Manager duties in the Store Manager’s absence. Working in partnership with the Store Manager and store leadership team, this role supports recruiting, training, coaching, developing, and supervising crew members, as well as merchandising and World Recovery. The position also includes store maintenance tasks and other responsibilities assigned by the Store Manager according to store needs. It is an hourly position with a flexible schedule that may include day, evening, weekend, and overnight shifts, as well as travel as required.

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 to meet business needs, including day, evening, weekend, and potentially overnight shifts, and travel as required.
• Ability to identify and discern 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.
• Ability to frequently operate a cash register; move merchandise weighing up to 25 lbs and place or remove merchandise at heights of 5–10 feet; ascend and descend ladders; kneel, bend, twist, and stoop; communicate and exchange accurate information with customers and coworkers; and move across the sales floor and between the sales floor and stock room.

Nice To Haves

• College experience preferred.

Responsibilities

• Ensure crew members provide customer service through personal contact with customers.
• Train the crew on the B.E.S.T. customer service experience and ensure guests have 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 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.
• 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.
• Carry out additional responsibilities assigned by the Store Manager based on store needs.

What This Job Offers

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