Customer Experience Manager

Five Below • Moreno Valley, CA

13d • Onsite

About The Position

The Customer Experience Manager leads the store’s customer service and front-end operations, ensuring crew members provide a fast, friendly experience and the store meets customer service goals. The role supports store readiness through opening and closing procedures, merchandising, cleanliness, recovery, equipment upkeep, and stockroom maintenance. The manager partners with the Store Manager and leadership team to recruit, train, coach, develop, and supervise crew members, and performs Store Manager duties in their absence. This is an hourly position starting at $19.90. The job requires a flexible schedule that may include day, evening, weekend, and overnight shifts, as well as travel as required. The listed duties are not exhaustive; 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 laws.
• Ability to work a flexible schedule, including day, evening, and weekend shifts, potentially overnight shifts, and travel as required.
• Ability to operate a cash register frequently.
• Ability to frequently move merchandise weighing up to 25 lbs and place or remove merchandise at heights of 5–10 feet.
• Ability to frequently ascend and descend ladders to retrieve and put away stock.
• Ability to frequently kneel, bend, twist, and stoop, including in the stockroom and on the sales floor.
• Ability to frequently communicate and exchange accurate information with customers, managers, and coworkers, in person and by telephone.
• Ability to frequently move across the sales floor and between the sales floor and stockroom to assist customers and handle merchandise.
• Ability to identify and discern email and printed 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 provide customer service through personal contact with customers.
• Train the crew on the B.E.S.T. customer service experience and ensure guests receive a fast, 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 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.
• Complete opening and closing procedures and maintain cleanliness, recovery, and store 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 stockroom.
• Take on additional responsibilities as determined by the Store Manager based on store needs.

What This Job Offers

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