Customer Experience Manager

Five Below • Nashville, TN

13d • 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 a welcoming, fast, and friendly customer experience, supports the store’s customer service goals, and maintains front-end merchandising and equipment. The manager also oversees opening and closing procedures, store cleanliness and recovery, and customer-ready conditions. In the Store Manager’s absence, this role performs Store Manager duties and partners with store leadership on recruiting, training, coaching, development, supervision, and merchandising.

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.
• Must be at least 18 years old and able to perform essential job functions in compliance with applicable laws.
• Ability to work a flexible schedule to meet business needs, including day, evening, weekend, and potentially overnight shifts; travel may be 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; and climb ladders.
• Ability to frequently kneel, bend, twist, and stoop, including in the stock room and on the sales floor.
• Ability to communicate and exchange accurate information with customers, managers, and coworkers in person and by telephone.
• Ability to move across the sales floor and between the sales floor and stock room to assist customers and retrieve or put away merchandise.
• Ability to identify and understand 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 excellent customer service through personal contact with customers.
• Train crew members on the B.E.S.T. customer service experience and ensure guests receive a fast, 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 brand standards.
• Ensure front-end equipment is working and associates are trained on applicable services.
• Perform opening and closing procedures; maintain store cleanliness and recovery and 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.
• Carry out additional responsibilities as 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