Customer Experience Manager
At Five Below, our growth is driven by people who embrace our purpose: creating an amazing experience where life is way better when you can Let Go & Have Fun with unlimited possibilities—all priced so low you can always say yes to the newest, coolest stuff. With over 20,000 associates, Five Below is a unique workplace built on culture, values, and The Five Below Way—where big ideas, super energy, and passion turn the workplace into a WOWplace.
About the role
Under the leadership of the Store Manager, the Customer Experience Manager (CEM) directly leads the Support Lead, Lead Cashier(s) (if applicable), and store associates while serving as the Manager on Duty. The CEM is responsible for "Wow the Customer," front-end operations, cash management, cleanliness, safety, and driving sales.
As a Five Below leader, your priority is contributing to store success by delivering results during your assigned time, driving key performance indicators, and fostering brand loyalty through your team. The CEM sets the tone by embracing and living Five Below’s values, helping create a workplace where talented people grow their careers.
Key Attributes
- Leadership
- Trainer/Developer/Motivator
- Communication
- Emerging Skill - Planning/Time Management
- Ownership Commitment
- Accountability/Delegation/Follow-up
- Sales Driver/Goal Oriented
- Professionalism
Responsibilities
- Ensures all associates and managers are Wowing the Customer through personal customer interactions
- Responsible for achieving CSAT score goals provided by the District Manager
- Leads front-end operations and ensures fast, friendly checkout experiences
- Trains staff on the High Fives of Customer Service
- Maintains store cleanliness, recovery, and readiness for customers at all times
- Performs opening and closing store procedures
- Acts as Store Manager on Duty in their absence
- Supervises, trains, coaches, and develops all associates
- Assists in staff scheduling and reviews corporate communications
- Partners with supervisors or corporate office on store issues
- Drives store sales and controls expenses using financial reporting
- Assists in payroll processes and ensures budget alignment
- Supports merchandising procedures and adheres to Standard Operating Procedures (SOP)
- Handles cash procedures, including bank deposits, register functions (post voids, returns, discounts)
- Complies with Human Resources policies and procedures
- Assists in receiving, stocking, unloading merchandise from trucks, and staging for the sales floor
- Ensures Candy, Crafts, and Sports Worlds are set and maintained to Brand Standards
- Drives key metrics: Sales, ADS, CSAT Scores, and Expense Control
- Performs store maintenance (e.g., garbage disposal, sweeping, cleaning bathrooms, stock room upkeep)
- Frequently operates cash registers and moves merchandise (up to 25 lbs)
- Frequently ascends/descends ladders to retrieve and stock merchandise (up to 5-10 feet high)
- Frequently kneels, bends, twists, and stoops in the stock room and sales floor
- Frequently communicates with customers, managers, and coworkers (face-to-face and via telephone)
- Frequently moves across the sales floor and between the stock room and sales floor
- Must discern email and print instructions for layouts, schedules, and SOPs
- Must remain in a stationary, upright position for 80% of the time
Requirements
- High School Graduate or equivalent (College experience preferred)
- Minimum 2 years of management experience
- Excellent verbal and written communication skills
- Ability to multi-task and think creatively
- Maintains composure under pressure
Benefits
Explore our benefits site to discover health coverage, financial and personal wellness support, and more: benefits.fivebelow.com/public/welcome.
Pay
Starting at $15.00 per hour.