Customer Experience Manager

Five Below•Mokena, IL

3d•Onsite

About The Position

The Customer Experience Manager leads customer service and front-end operations in an assigned Five Below store. The role ensures associates deliver the B.E.S.T. customer service experience and that the store meets customer-service goals set by the District Manager. It also supports store leadership through merchandising, store readiness, crew development, and performing Store Manager duties when the Store Manager is absent. The description notes that additional responsibilities may be assigned by the Store Manager 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 laws.
Ability to work a flexible schedule to meet business needs, including days, evenings, weekends, and potentially overnight shifts; travel may be required.
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.
Frequently operate a cash register.
Frequently move merchandise weighing up to 25 pounds and place or remove merchandise at heights of 5–10 feet.
Frequently ascend and descend ladders to retrieve and put away stock.
Frequently kneel, bend, twist, and stoop, including in the stock room and on the sales floor.
Frequently communicate and exchange accurate information with customers by telephone and face-to-face, as well as with managers and coworkers.
Frequently move across the sales floor and between the sales floor and stock room to assist customers and retrieve or put away merchandise.

Nice To Haves

College experience preferred.

Responsibilities

Ensure crew members engage customers through personal contact and deliver the B.E.S.T. customer service experience, including fast and 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 operational and associates are trained, including on 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 based on store needs.