Customer Experience Manager

Five Below•Danvers, MA

8d•Onsite

About The Position

The Customer Experience Manager leads customer service and front-end operations at an assigned Five Below store. The role trains crew members to deliver the B.E.S.T. customer service experience, helps achieve customer service score goals, and ensures guests receive a fast, friendly checkout. It also supports store merchandising, readiness, cleanliness, and maintenance, and performs store manager duties when the store manager is absent. The position is hourly and starts at $19.50.

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 essential job functions in compliance with applicable federal, state, and local laws.
Ability to work a flexible schedule, including days, evenings, weekends, and potentially overnight shifts; travel may be required.
Ability to operate a cash register frequently.
Ability to frequently move merchandise weighing up to 25 pounds and place or remove merchandise at heights of 5–10 feet.
Ability to frequently climb and descend ladders to retrieve and put away stock.
Ability to frequently kneel, bend, twist, and stoop, including in the stock room and on the sales floor.
Ability to frequently communicate and exchange accurate information with customers, managers, and coworkers, including by telephone and face-to-face.
Ability to frequently move across the sales floor and to and from the stock room to assist customers and handle merchandise.
Ability to identify and understand 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 engage customers through personal contact and deliver a strong customer experience.
Train the crew on the B.E.S.T. customer service experience and ensure fast, friendly checkouts.
Lead the store toward 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 works and associates are trained to provide applicable services.
Perform opening and closing procedures; 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.
Undertake additional responsibilities as determined by the Store Manager based on store needs.