Customer Experience Manager

Five Below • Hebron, KY

13d • Onsite

About The Position

The Customer Experience Manager leads customer service and front-end operations in an assigned Five Below store. The role trains and supports crew members in delivering the B.E.S.T. customer service experience, works toward customer service score goals set by the District Manager, and maintains front-end merchandising and equipment. The manager also supports store readiness, cleanliness, recovery, opening and closing procedures, and performs Store Manager duties in the Store Manager’s absence.

Working in partnership with the Store Manager and store leadership team, this role helps recruit, train, coach, develop, and supervise crew members, supports merchandising and World Recovery procedures, and responds to corporate communications. Additional responsibilities may be assigned by the Store Manager according to store needs.

This is an hourly position. The schedule is flexible to meet business needs and may include day, evening, weekend, or overnight shifts, as well as travel when required. The role includes frequent physical activity on the sales floor and in the stock room.

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 that may include day, evening, weekend, and overnight shifts, and travel as required.
• Ability to frequently operate a cash register; move merchandise weighing up to 25 pounds; place or remove merchandise at heights of 5–10 feet; and ascend and descend ladders.
• Ability to frequently kneel, bend, twist, and stoop, including in the stock room and on the sales floor.
• Ability to frequently move across the sales floor and between the sales floor and stock room.
• Ability to communicate and exchange accurate information with customers, managers, and coworkers, in person and by telephone.
• Ability to identify and discern email and print 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 engage customers through personal contact and deliver 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 candy, soda, and snack merchandising meets or exceeds brand standards.
• Ensure front-end equipment is working and associates are trained to provide applicable services.
• Perform opening and closing procedures; 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.
• Carry out additional responsibilities assigned by the Store Manager according to store needs.

Benefits

• The posting refers candidates to Five Below’s benefits site for information about health coverage and financial and personal wellness support; specific benefits are not listed.

What This Job Offers

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