Customer Experience Manager

Five Below•Danvers, MA

13d

About The Position

The Customer Experience Manager leads customer service and front-end operations at a Five Below store. The role ensures crew members deliver the B.E.S.T. customer service experience and that customers receive fast, friendly checkout. The manager leads the store toward customer service score goals set by the District Manager and maintains front-end merchandising and equipment in accordance with brand standards. The position also supports store operations, including opening and closing, cleanliness, recovery, and readiness for customers. It partners with the Store Manager and store leadership team on recruiting, training, coaching, developing, and supervising crew members, as well as merchandising and World Recovery. The Customer Experience Manager performs Store Manager duties in their absence and completes store maintenance and other responsibilities 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 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, and travel as required.
Ability to identify and discern email and printed instructions about merchandise layouts, associate schedules, and standard operating procedures.
Frequently operate a cash register; move merchandise weighing up to 25 pounds and place or remove merchandise at heights of 5–10 feet; climb ladders; kneel, bend, twist, and stoop; move across the sales floor and to and from the stock room; and remain upright and stationary for 80% of the time.
Frequently 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 and train them on the B.E.S.T. customer service experience.
Lead the assigned store in achieving and maintaining customer service score goals set by the District Manager.
Lead front-end operations and ensure candy, soda, and snack merchandising meets or exceeds brand standards.
Ensure front-end 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 assigned by the Store Manager based on store needs.