Customer Experience Manager

Five Below•Granite City, IL

2d•Onsite

About The Position

The Customer Experience Manager leads customer service and front-end operations at an assigned Five Below store. The role ensures crew members deliver the B.E.S.T. customer service experience, supports fast and friendly checkout, and works toward customer service score goals set by the District Manager. It also oversees front-end merchandising and equipment, store readiness, opening and closing procedures, and store maintenance. In the Store Manager’s absence, this position performs Store Manager duties and partners with store leadership on hiring, training, coaching, development, supervision, merchandising, and recovery.

Requirements

High school graduate or equivalent.
Minimum 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.
Ability to work a flexible schedule that may include day, evening, weekend, and overnight shifts, and travel as required.
Ability to identify and understand email and printed instructions about 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; climb 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 in achieving and maintaining customer service score goals provided by the District Manager.
Lead front-end operations, maintain front-end merchandising to brand 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 according to store needs.