Customer Experience Manager

Five Below • Dedham, MA

9d • Onsite

About The Position

The Customer Experience Manager helps lead the store in delivering a fast, friendly customer experience and achieving customer service goals. The role leads front-end operations and merchandising, keeps equipment operational, and supports store readiness through opening and closing procedures, cleanliness, and recovery. In the Store Manager’s absence, this position performs Store Manager duties. The manager partners with the Store Manager and other store leaders to recruit, train, coach, develop, and supervise crew members, and responds to corporate communications and store needs. This is an hourly position starting at $19.50. The description notes that it is not all-inclusive and that additional responsibilities may be assigned by the Store Manager according to 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 that may include day, evening, weekend, and overnight shifts, as well as travel when 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.
• Frequently operate a cash register.
• Frequently move merchandise weighing up to 25 lbs 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 phone and face-to-face, and with managers and coworkers.
• Frequently move across the sales floor and between the sales floor and stock room to assist customers and handle merchandise.

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 fast, friendly checkout.
• Lead the assigned store toward customer service score goals set by the District Manager.
• Lead front-end operations and ensure front-end merchandising, including candy, soda, and snacks, meets brand standards.
• Ensure front-end equipment is working and associates are trained to use it, including applicable services.
• Perform opening and closing procedures; maintain store cleanliness and recovery; 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 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