Customer Experience Manager

Five Below•Kennett, MO

11d

About The Position

The Customer Experience Manager leads customer service and front-end operations in an assigned Five Below store. The role ensures crew members provide personal, fast, and friendly customer service; trains the crew on the B.E.S.T. customer service experience; and works toward customer service score goals set by the District Manager. The manager oversees front-end merchandising and equipment, store opening and closing procedures, cleanliness, recovery, and readiness for customers. They perform store manager duties in the manager’s absence and partner with the Store Manager and store leadership team on recruiting, training, coaching, developing, supervising, and merchandising. The role also includes store maintenance and other responsibilities assigned according to store needs. This is an hourly position. The schedule must be flexible to meet business needs and may include day, evening, weekend, or overnight shifts, as well as travel when required. The job involves frequent customer and coworker interaction, operating a cash register, handling merchandise, using ladders, moving around the store, and remaining upright and stationary for much of the workday.

Requirements

High school graduate or equivalent.
Minimum of 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, or 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 frequently operate a cash register, move merchandise weighing up to 25 pounds and place or remove merchandise at heights of 5–10 feet, and ascend or descend ladders.
Ability to frequently kneel, bend, twist, stoop, move around the sales floor and stock room, and communicate and exchange accurate information with customers, managers, and coworkers.
Ability to remain in a stationary, upright position for 80% of the time.

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 in working order and associates are trained 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.
Perform additional responsibilities as determined by the Store Manager based on store needs.