Customer Experience Manager

Five Below • Harrisburg, PA

13d • 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. The manager also maintains front-end merchandising and equipment, store readiness, cleanliness, and recovery, and performs store manager duties when the Store Manager is absent.

In partnership with the Store Manager, this position recruits, trains, coaches, develops, and supervises crew members. It collaborates with the store leadership team on merchandising and World Recovery, follows corporate communications, and carries out store maintenance. 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; travel may be required.
• Ability to operate a cash register; move merchandise weighing up to 25 pounds and place or remove merchandise at heights of 5–10 feet; frequently use ladders; and kneel, bend, twist, and stoop.
• Ability to communicate and exchange accurate information with customers, managers, and coworkers in person and by telephone.
• Ability to move throughout the sales floor and between the sales floor and stock room.
• Ability to read and discern email and printed instructions about 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 strong customer service through personal contact with customers.
• Train crew members on the B.E.S.T. customer service experience and help ensure fast, 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 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.

What This Job Offers

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