Customer Experience Manager

Five Below • Moreno Valley, CA

13d

About The Position

The Customer Experience Manager leads the store team in delivering excellent customer service and achieving customer service score goals. The role oversees front-end operations and merchandising, opening and closing procedures, store cleanliness and recovery, and ensures the store is ready for customers. The manager partners with the Store Manager and store leadership team to recruit, train, coach, develop, and supervise crew members, and performs Store Manager duties in their absence. Additional responsibilities may be assigned based on store needs.

Requirements

• High school graduate or equivalent.
• Minimum of 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 days, evenings, weekends, and potentially overnight shifts and travel as required.
• Ability to identify and discern 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 lbs and place or remove merchandise at heights of 5–10 feet; and ascend and descend ladders.
• Ability to frequently kneel, bend, twist, and stoop, move across the sales floor and to and from the stock room, and communicate accurately with customers, managers, and coworkers in person and by telephone.
• Ability to remain in a stationary, upright position for 80% of the time.

Nice To Haves

• College experience preferred.

Responsibilities

• Ensure crew members deliver strong customer service through personal contact 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 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.
• 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 as determined by the Store Manager according to store needs.

Benefits

• Health coverage and financial and personal wellness support are referenced; additional benefit details are available through the company's benefits site.

What This Job Offers

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