Customer Experience Manager

Five Below • Rosemont, IL

1d • Onsite

About The Position

The Customer Experience Manager leads the store’s customer service and front-end operations to help deliver a fast, friendly checkout and a strong customer experience. The role trains and guides crew members in Five Below’s B.E.S.T. customer service experience and leads the store toward customer service score goals set by the District Manager. It also supports merchandising, store readiness, maintenance, and store leadership, including performing Store Manager duties when the Store Manager is absent.

This is an hourly position starting at $18.40. The schedule must be flexible to meet business needs and may include day, evening, weekend, and overnight shifts, as well as travel when required. The role requires frequent interaction with customers and coworkers, operation of a cash register, movement and stocking of merchandise, and physical tasks such as climbing ladders and cleaning. Applicants must be at least 18 years old and able to perform the essential job functions in compliance with applicable laws.

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 all essential job functions in compliance with applicable federal, state, and local laws.
• Ability to work a flexible schedule that may include day, evening, weekend, and overnight shifts, and travel as required.
• 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; climb and descend ladders; and kneel, bend, twist, and stoop.
• Ability to frequently move across the sales floor and between the sales floor and stock room, and remain stationary and upright for 80% of the time.
• Ability to communicate and exchange accurate information with customers in person and by telephone, and with managers and coworkers.
• Ability to identify and understand email and printed instructions about merchandise layouts, associate schedules, and standard operating procedures.

Nice To Haves

• College experience preferred.

Responsibilities

• Ensure crew members provide customers with personal, welcoming service and train the crew on the B.E.S.T. customer service experience, including fast and friendly checkout.
• Lead the assigned store toward 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 services where applicable.
• Handle opening and closing procedures; maintain cleanliness, recovery, and store 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 determined 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