Customer Experience Manager— 5th Avenue, NYC

Five Below•New York, NY

4d•Onsite

About The Position

The Customer Experience Manager (CEM) leads the store’s front-end operations and directly leads the Support Lead, Lead Cashier(s) when applicable, and store associates while serving as Manager on Duty. Reporting to the Store Manager, the CEM is responsible for delivering a strong customer experience, managing cash, maintaining cleanliness and safety, and driving sales and key performance indicators. The role also supports store operations, including staffing, payroll, merchandising, receiving, stocking, and adherence to company procedures. The CEM models Five Below’s leadership values, trains and develops associates, and guides the team during assigned shifts. The position includes opening and closing procedures, customer checkout, shipment handling, maintaining merchandise areas to brand standards, and performing routine store maintenance. Additional responsibilities may be assigned by the Store Manager based on store needs. The role requires frequent cashier operation, movement of merchandise weighing up to 25 pounds, placement and retrieval of merchandise at heights of 5–10 feet, ladder use, and bending, kneeling, twisting, and stooping. It also involves frequent movement across the sales floor and between the sales floor and stock room, regular communication with customers and coworkers, reading written and electronic instructions, and remaining upright and stationary for 80% of the time.

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.
Ability to move merchandise weighing up to 25 pounds and place or retrieve merchandise at heights of 5–10 feet.
Ability to frequently use ladders and kneel, bend, twist, and stoop.
Ability to communicate and exchange accurate information with customers, managers, and coworkers in person and by telephone.
Ability to identify and understand email and printed instructions related to 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

Lead associates and managers in providing an excellent customer experience through personal customer contact.
Achieve customer satisfaction (CSAT) score goals provided by the District Manager.
Lead front-end operations and train staff on the High Fives of Customer Service.
Ensure customers receive fast, friendly checkout service.
Maintain store cleanliness, recovery, and readiness for customers.
Perform store opening and closing procedures and perform Store Manager duties in the Store Manager’s absence.
Assist with supervising, training, coaching, and developing associates.
Assist with staff scheduling and review corporate communications, reacting as needed.
Partner with supervisors or the corporate office regarding store issues.
Drive store sales and control expenses using financial reporting to identify business opportunities.
Assist with payroll and ensure the budget is aligned with plan.
Assist with merchandising, receiving, and stocking procedures.
Enforce Five Below Standard Operating Procedures and Human Resources policies and procedures.
Handle cash, including preparing and dropping bank deposits, and authorize register functions such as post voids, returns, and discounts.
Unload trucks, check in shipments, stage merchandise for the sales floor, and pack out merchandise.
Ensure Candy, Crafts, and Sports Worlds are set and maintained to brand standards.
Drive key metrics including sales, average dollar sale (ADS), CSAT scores, and expense control.
Perform store maintenance, including taking out garbage, sweeping, cleaning bathrooms, and maintaining the stock room.