Customer Experience Manager

Five Below • Muskogee, OK

8d • Onsite

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 a positive customer experience, leads the store toward customer-service score goals, and helps keep the store clean, recovered, merchandised, and ready for customers. The manager partners with the Store Manager and store leadership team on recruiting, training, coaching, developing, and supervising crew members, and performs Store Manager duties in the Store Manager’s absence. Additional responsibilities may be assigned according to store needs.

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 to meet business needs, including day, evening, and weekend shifts; the schedule may include overnight shifts and travel as required.
• Ability to operate a cash register frequently.
• Ability to frequently move merchandise weighing up to 25 pounds and place or remove merchandise at heights of 5–10 feet.
• Ability to frequently climb and descend ladders to retrieve and put away stock.
• Ability to frequently kneel, bend, twist, and stoop, including in the stock room and on the sales floor.
• Ability to frequently move across the sales floor and to and from the stock room while assisting customers and handling merchandise.
• Ability to frequently communicate and exchange accurate information with customers, managers, and coworkers, in person and by telephone.
• 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 the crew 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 or exceeds brand standards.
• Ensure front-end equipment is working and associates are trained, including on applicable services.
• Carry out 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.
• Take on additional responsibilities as determined by the Store Manager according to store needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED