Customer Experience Manager

Five Below • Arcadia, FL

13d • 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 provide the B.E.S.T. customer service experience and supports the store in meeting customer service score goals set by the District Manager. It also helps keep the store clean, recovered, merchandised to brand standards, and ready for customers. The manager partners with the Store Manager and store leadership team on recruiting, training, coaching, development, supervision, and merchandising, and performs Store Manager duties when the Store Manager is absent.

This is an hourly position. The schedule is flexible to meet business needs and may include day, evening, weekend, and overnight shifts, as well as travel when required. The role includes frequent physical activity such as operating a cash register, handling merchandise, using ladders, moving throughout the sales floor and stock room, and remaining upright for much of the workday.

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.
• Must be 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 that may include day, evening, weekend, and overnight shifts, and travel as required.
• Ability to identify and understand email and printed instructions regarding 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; ascend and descend ladders; kneel, bend, twist, and stoop; move throughout the sales floor and stock room; and remain in a stationary, upright position for 80% of the time.
• Ability to 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 strong customer service through personal contact 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 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 based on store needs.

What This Job Offers

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