Customer Experience Manager

Five Below•Sugar Land, TX

2d•Onsite

About The Position

The Customer Experience Manager leads customer service and front-end operations at a Five Below store. The role ensures crew members provide personal, fast, and friendly service and helps the store achieve customer service score goals set by the District Manager. The manager oversees front-end merchandising and equipment, store opening and closing procedures, cleanliness, recovery, and readiness for customers. They perform store manager duties when the Store Manager is absent and partner with store leadership on recruiting, training, coaching, developing, and supervising crew members. This position is hourly, starts at $15.00, and requires a flexible schedule that may include days, evenings, weekends, overnight shifts, and travel as required.

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.
Frequently operate a cash register.
Frequently move merchandise weighing up to 25 pounds and place or remove merchandise at heights of 5–10 feet.
Frequently ascend and descend ladders to retrieve and put away stock.
Frequently kneel, bend, twist, and stoop, including in the stock room and on the sales floor.
Frequently communicate and exchange accurate information with customers by telephone and face-to-face, as well as with managers and coworkers.
Frequently move across the sales floor and between the sales floor and stock room to assist customers and retrieve or put away merchandise.
Remain in a stationary, upright position for 80% of the time.

Nice To Haves

College experience preferred.

Responsibilities

Ensure crew members provide personal customer service 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 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.
Perform opening and closing procedures and maintain store cleanliness, recovery, and customer readiness.
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 assigned by the Store Manager according to store needs.