Customer Experience Manager

Five Below•Dedham, MA

2d•Onsite

About The Position

The Customer Experience Manager leads the store’s customer-service efforts and front-end operations, ensuring associates deliver a fast, friendly checkout and that the store meets customer-service goals. The role supports merchandising, store readiness, cleanliness, recovery, and equipment upkeep; participates in hiring and developing crew members; and performs store manager duties when the Store Manager is absent. Additional responsibilities may be assigned 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 perform the stated physical and communication functions of the role.

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 ensure guests receive a fast, friendly checkout.
Lead the assigned store toward customer-service score goals set by the District Manager.
Lead front-end operations and ensure candy, soda, and snack merchandising meets or exceeds brand standards.
Ensure front-end equipment works properly and associates are trained on applicable services.
Perform opening and closing procedures and maintain store cleanliness, recovery, and customer readiness.
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.
Frequently operate the cash register.
Move merchandise weighing up to 25 pounds and place or remove merchandise at heights of 5–10 feet.
Frequently use ladders to retrieve and put away stock; kneel, bend, twist, and stoop; and move across the sales floor and between the sales floor and stock room.
Communicate and exchange accurate information with customers, managers, and coworkers, in person and by telephone.
Identify and understand email and printed instructions concerning merchandise layouts, associate schedules, and standard operating procedures.
Remain in a stationary, upright position for 80% of the time.
Work a flexible schedule to meet business needs, including day, evening, weekend, and potentially overnight shifts, as well as travel when required.