Customer Experience Manager

At Five Below our growth is a result of the people who embrace our purpose: We know life is way better when you are free to Let Go & Have Fun in an amazing experience, filled with unlimited possibilities, priced so low, you can always say yes to the newest, coolest stuff! It all starts with our purpose and then, The Five Below Way, which is our values and behaviors that each and every associate believes in. It’s all about culture at Five Below, making this a place that can inspire you as much as you inspire us with big ideas, super energy, passion, and the ability to make the workplace 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 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 first priority is to contribute to the success of your store by delivering results during your assigned time, driving key performance indicators, and leading through your team. The CEM sets the tone by embracing and living the Five Below values, fostering a workplace where talented people want to 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 contact with customers
• Responsible for achieving CSAT score goals provided by the District Manager
• Leads front-end operations and ensures a fast, friendly checkout experience for every guest
• 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 all corporate communications
• Partners with supervisors or corporate office regarding store issues
• Drives store sales and controls expenses using financial reporting to identify business opportunities
• Assists in the payroll process and ensures the budget aligns with the plan
• Assists in merchandising procedures and adheres to all Five Below Standard Operating Procedures (SOP)
• Responsible for cash handling procedures, including preparing and dropping bank deposits
• Authorizes register functions including post voids, returns, and discounts
• Complies with Human Resources policies and procedures
• Assists in receiving and stocking procedures, including unloading merchandise from trucks, checking in shipments, staging merchandise for the sales floor, and packing out merchandise
• Ensures Candy, Crafts, and Sports Worlds are set and maintained to Brand Standards
• Accountable for driving key metrics: Sales, ADS, CSAT Scores, and Expense Control
• Performs store maintenance including taking out garbage, sweeping, cleaning bathrooms, and maintaining the stock room
• Frequently operates cash register
• Frequently moves merchandise weighing up to 25 lbs and places/removes merchandise up to a height of 5-10 feet
• Frequently ascends/descends ladders to retrieve and put away stock
• Frequently positions self to kneel, bend, twist, and stoop, including in the stock room and on the sales floor
• Frequently communicates and exchanges information with customers, managers, and coworkers
• Frequently moves across the sales floor and between the sales floor and stock room
• Must be able to identify and discern email and print instructions regarding merchandise layouts, associate schedules, and standard operating procedures
• Must be able to remain in a stationary, upright position for 80% of the time

Qualifications

• High School Graduate or equivalent (College experience preferred)
• Minimum 2 years of management experience
• Excellent verbal and written communication skills
• Ability to multi-task
• Creative thinking
• Ability to maintain composure under pressure

Benefits

Explore our benefits site to discover all the perks and support we offer! From health coverage to financial and personal wellness, we've got you covered.

benefits.fivebelow.com/public/welcome

Pay

Starting at $15.00 per hour