Customer Experience Manager

Five Below • Attleboro, MA

10d • Onsite

About The Position

The Customer Experience Manager leads customer service and front-end operations in an assigned Five Below store. The role ensures crew members deliver the B.E.S.T. customer service experience and that the store meets customer service score goals set by the District Manager. It also supports store readiness through opening and closing procedures, merchandising, equipment upkeep, cleanliness, and recovery. 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 by the Store Manager 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.
• Ability to work a flexible schedule to meet business needs, including day, evening, weekend, and potentially overnight shifts, and travel as required.
• Ability to operate a cash register; frequently move merchandise weighing up to 25 pounds and place or retrieve merchandise at heights of 5–10 feet; and frequently ascend and descend ladders.
• Ability to frequently kneel, bend, twist, and stoop, including in the stock room and on the sales floor.
• Ability to communicate and exchange accurate information with customers, managers, and coworkers in person and by telephone.
• Ability to move frequently across the sales floor and between the sales floor and stock room.
• Ability to identify and understand email and printed instructions regarding merchandise layouts, associate schedules, and standard operating procedures.
• Ability to remain in a stationary, upright position for 80% of the time.

Nice To Haves

• College experience preferred.

Responsibilities

• Ensure crew members provide customers with personal, welcoming service and train the crew 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 and ensure front-end merchandising, including candy, soda, and snacks, meets brand standards.
• Ensure front-end equipment is working and associates are trained to use it, including applicable services.
• Complete 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.
• Take on additional responsibilities as determined by the Store Manager based on store needs.

What This Job Offers

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