Customer Experience Manager— 5th Avenue, NYC

Five Below•New York, NY

3d•Onsite

About The Position

The Customer Experience Manager (CEM) leads the store’s customer experience and front-end operations under the leadership of the Store Manager. While serving as Manager on Duty, the CEM directly leads the Support Lead, Lead Cashier(s) when applicable, and store associates. The role is responsible for customer service, cash management, cleanliness, safety, and driving sales, and includes performing Store Manager duties in the Store Manager’s absence. The CEM models Five Below’s values and leadership behaviors, leads the team to achieve store results during assigned shifts, and drives key performance indicators and brand loyalty. The role also supports associate training, coaching, development, scheduling, merchandising, receiving, stocking, payroll processes, and compliance with company procedures. The position is hourly, starts at $15.00, and is listed for 5th Avenue, New York City.

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.
Ability to 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.
Ability to 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 concerning 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

Lead associates and managers in delivering excellent customer service through personal contact with customers.
Achieve customer satisfaction score goals provided by the District Manager.
Lead front-end operations and train staff on the High Fives of Customer Service.
Ensure each guest receives fast, friendly checkout service.
Maintain store cleanliness, recovery, and readiness for customers.
Perform store opening and closing procedures and perform Store Manager duties in the Store Manager’s absence.
Assist with supervising, training, coaching, and developing associates.
Assist with staff scheduling.
Review corporate communications and respond accordingly; partner with supervisors or the corporate office regarding store issues.
Drive store sales and control expenses using financial reporting to identify business opportunities.
Assist with payroll processes and ensure the budget is aligned with plan.
Assist with merchandising procedures and ensure Candy, Crafts, and Sports Worlds are set and maintained to Brand Standards.
Follow and hold associates accountable to Five Below Standard Operating Procedures.
Handle cash, including preparing and dropping bank deposits, and authorize register functions such as post voids, returns, and discounts.
Comply with Human Resources policies and procedures.
Assist with receiving and stocking, including unloading trucks, checking in shipments, staging merchandise, and packing out merchandise.
Perform store maintenance, including taking out garbage, sweeping, cleaning bathrooms, and maintaining the stock room.
Drive key metrics, including Sales, ADS, CSAT Scores, and Expense Control.