Customer Experience Manager

Five Below•South Euclid, OH

14d•Onsite

About The Position

The Customer Experience Manager leads customer service and front-end operations in an assigned Five Below store. The role trains and guides crew members to deliver a fast, friendly checkout and a positive customer experience, and works with the Store Manager and store leadership team to meet customer service goals and maintain brand standards. It also includes opening and closing procedures, store readiness and cleanliness, merchandising, equipment oversight, and performing Store Manager duties when the Store Manager is absent. 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.
Able to work a flexible schedule to meet business needs, including day, evening, weekend, and potentially overnight shifts, as well as travel when required.
Able to identify and discern email and printed instructions regarding merchandise layouts, associate schedules, and standard operating procedures.
Able to remain in a stationary, upright position for 80% of the time.
Able to frequently operate a cash register; move merchandise weighing up to 25 pounds and place or remove merchandise at heights of 5–10 feet; climb and descend ladders; kneel, bend, twist, and stoop; move across the sales floor and to and from the stock room; and communicate and exchange accurate information with customers, managers, and coworkers in person and by telephone.

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 in achieving and maintaining customer service score goals set 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 to provide applicable services.
Perform opening and closing procedures; 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 as determined by the Store Manager based on store needs.