Customer Experience Manager

Five Below•Oklahoma City, OK

1d•Onsite

About The Position

The Customer Experience Manager leads the store’s customer-service experience and front-end operations. The role ensures crew members provide personal, fast, and friendly service and that the store meets customer-service goals set by the District Manager. The manager oversees front-end merchandising and equipment, 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 hiring, training, coaching, developing, supervising, merchandising, and recovery. Additional responsibilities may be assigned by the Store Manager based on store needs. This is an hourly position with a starting rate of $15.00. The role requires a flexible schedule that may include day, evening, weekend, and overnight shifts, as well as travel when required. It involves frequent register operation, handling merchandise, ladder use, physical movement around the store, and customer and coworker communication.

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 federal, state, and local laws.
Ability to work a flexible schedule, including days, evenings, weekends, and potentially overnight shifts; travel may be required.
Frequently operate a cash register.
Frequently move merchandise weighing up to 25 pounds 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 telephone and face-to-face, as well as with managers and coworkers.
Frequently move across the sales floor and between the sales floor and stock room to assist customers and retrieve or put away merchandise.
Identify and discern email and printed instructions about merchandise layouts, associate schedules, and standard operating procedures.
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, welcoming service and train the crew on the B.E.S.T. customer service experience, including fast and friendly checkout.
Lead the assigned store in achieving and maintaining customer-service score goals set by the District Manager.
Lead front-end operations and ensure candy, soda, and snack merchandising meets or exceeds brand standards.
Ensure front-end equipment is working and associates are trained, including 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.
Carry out additional responsibilities determined by the Store Manager based on store needs.