Customer Experience Manager

Five Below•Columbia, SC

13d•Onsite

About The Position

The Customer Experience Manager leads customer service and front-end operations at a Five Below store. The role ensures crew members deliver the B.E.S.T. customer service experience and that guests receive fast, friendly checkout service. The manager leads the store toward customer service score goals, maintains front-end merchandising and equipment, and helps keep the store clean, recovered, and ready for customers. They also support store leadership, crew development, merchandising, and store operations.

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 laws.
Ability to work a flexible schedule to meet business needs, including day, evening, weekend, and potentially overnight shifts, as well as travel when required.
Ability to frequently operate a cash register; move merchandise weighing up to 25 pounds and 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 communicate and exchange accurate information with customers, managers, and coworkers in person and by telephone.
Ability to move frequently across the sales floor and between the sales floor and stock room.
Ability to identify and understand email and printed instructions concerning 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 and train the crew on the B.E.S.T. customer service experience.
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 other responsibilities as determined by the Store Manager based on store needs.