Customer Experience Manager-Bel Air

Five Below•Bel Air, MD

10d•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 provide personal, friendly customer interactions and a fast checkout experience, and works toward customer service score goals set by the District Manager. Responsibilities also include front-end merchandising and equipment readiness, store opening and closing procedures, cleanliness and recovery, and keeping the store ready for customers. The manager performs Store Manager duties in the Store Manager’s absence and partners with the Store Manager and leadership team on recruiting, training, coaching, developing, supervising, merchandising, and World Recovery. The role also includes store maintenance and other duties assigned according to store needs. This is an hourly position starting at $18.50. The role requires a flexible schedule that may include day, evening, weekend, and overnight shifts, as well as travel when required. Physical duties include operating a cash register, handling merchandise up to 25 pounds, reaching items 5–10 feet high, using ladders, bending and kneeling, moving around the store, and remaining upright and stationary for much of the workday.

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.
Must be at least 18 years old and able to perform the essential job functions in compliance with applicable laws.
Ability to work a flexible schedule, including days, evenings, weekends, and possibly overnight shifts, and travel as required.
Ability to operate a cash register; frequently handle merchandise weighing up to 25 pounds and place or remove merchandise at heights of 5–10 feet; and frequently use ladders.
Ability to frequently kneel, bend, twist, stoop, and move across the sales floor and between the sales floor and stock room.
Ability to frequently communicate and exchange accurate information with customers, managers, and coworkers in person and by telephone.
Ability to identify and understand email and printed instructions concerning merchandise layouts, associate schedules, and 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 personal customer service and train them on the B.E.S.T. customer service experience, including fast and friendly checkout.
Lead the 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 on applicable services.
Complete opening and closing procedures, maintain cleanliness and recovery, and keep the store ready 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.