Customer Experience Manager - 8302 Portsmouth

Five Below•Portsmouth, VA

10d•Onsite

About The Position

The Customer Experience Manager leads customer service and front-end operations at an assigned Five Below store. The role ensures crew members provide personal, fast, and friendly 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 store manager’s absence and partner with store leadership on recruiting, training, coaching, developing, and supervising crew members. Additional duties may be assigned by the Store Manager according to store needs. This hourly position starts at $16.00. The schedule is flexible to meet business needs and may include day, evening, weekend, and overnight shifts, as well as travel when required. The position requires frequent movement and handling of merchandise, use of ladders, customer and coworker communication, and remaining upright and stationary for much of the work time.

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.
Must be 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 lbs and place or remove merchandise at heights of 5–10 feet; and 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, 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 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 provide customers with personal, attentive service.
Train crew members on the B.E.S.T. customer service experience and ensure guests receive 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 working and associates are trained, including on 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.