Customer Experience Manager

Five Below•Clovis, CA

13d•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 deliver Five Below’s B.E.S.T. customer service experience and ensures customers receive fast, friendly checkout. The manager leads the assigned store toward customer service score goals set by the District Manager and maintains front-end merchandising and equipment in accordance with brand standards. The position also supports day-to-day store leadership, including opening and closing procedures, store cleanliness and recovery, and performing Store Manager duties in the Store Manager’s absence. In partnership with the Store Manager and store leadership team, the Customer Experience Manager recruits, trains, coaches, develops, and supervises crew members and supports merchandising and World Recovery. The role is hourly, with a starting rate of $19.90.

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 all essential job functions in compliance with applicable federal, state, and local laws.
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; and frequently ascend and descend ladders.
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 by telephone and face-to-face, as well as with managers and coworkers.
Ability to frequently move across the sales floor and between the sales floor and stock room to assist customers and retrieve or put away merchandise.
Ability to work a flexible schedule to meet business needs, including days, evenings, weekends, and possibly 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.

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 working and associates are trained, including on applicable services.
Perform opening and closing procedures; maintain 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.
Take on additional responsibilities as determined by the Store Manager based on store needs.