Customer Experience Manager

Five Below•Nashville, TN

13d•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 the B.E.S.T. customer service experience and that guests receive fast, friendly checkout. The manager works with the Store Manager and store leadership team to deliver customer service goals, maintain merchandising and recovery standards, and keep the store ready for customers. The position may perform Store Manager duties in their absence and includes store maintenance and other duties assigned according to business 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 all 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, weekend, and potentially overnight shifts, as well as travel when required.
Ability to identify and understand email and printed instructions regarding merchandise layouts, associate schedules, and standard operating procedures.
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; use ladders; kneel, bend, twist, and stoop; communicate and exchange accurate information; move around the sales floor and stock room; and remain upright and stationary for 80% of the time.

Nice To Haves

College experience preferred.

Responsibilities

Ensure crew members provide strong customer service through personal contact and train them on the B.E.S.T. customer service experience.
Lead the assigned store toward customer service score goals provided by the District Manager.
Lead front-end operations, maintain front-end merchandising standards, and ensure equipment is working and associates are trained 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.
Perform additional responsibilities as determined by the Store Manager based on store needs.