Customer Experience Manager

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 delivering an exceptional customer experience, managing front-end operations, cash handling, store cleanliness, safety, and driving sales. As part of the management team, the CEM sets the tone by embracing and living the Five Below values, contributing to a workplace culture that inspires creativity, energy, and passion.

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 deliver exceptional customer service through personal engagement.
• Responsible for achieving CSAT (Customer Satisfaction) score goals set by the District Manager.
• Leads front-end operations and trains staff on the High Fives of Customer Service.
• Ensures fast, friendly checkout experiences for all guests.
• Maintains store cleanliness, recovery, and readiness for customers at all times.
• Performs opening and closing store procedures.
• Acts as the Store Manager in their absence, including performing Store Manager duties.
• Supervises, trains, coaches, and develops all associates.
• Assists in staff scheduling and reviews corporate communications for actionable insights.
• Partners with supervisors or corporate office to resolve store issues.
• Drives store sales, controls expenses, and uses financial reporting to identify business opportunities.
• Assists in the payroll process and ensures the budget aligns with the plan.
• Supports merchandising procedures and adheres to all Standard Operating Procedures (SOP).
• Responsible for cash handling, including preparing and dropping bank deposits.
• Authorizes register functions such as post voids, returns, and discounts.
• Complies with Human Resources policies and procedures.
• Assists in receiving, stocking, and staging merchandise for the sales floor.
• Unloads merchandise from trucks, checks in shipments, and packs out merchandise.
• Ensures Candy, Crafts, and Sports Worlds are set and maintained to Brand Standards.
• Accountable for driving key metrics: Sales, ADS (Average Dollar Sale), CSAT Scores, and Expense Control.
• Performs store maintenance, including garbage disposal, sweeping, cleaning bathrooms, and stock room upkeep.
• Frequently operates the cash register and moves merchandise weighing up to 25 lbs.
• Frequently ascends/descends ladders to retrieve and put away stock.
• Frequently kneels, bends, twists, and stoops in the stock room and on the sales floor.
• Frequently communicates with customers, managers, and coworkers in person and via telephone.
• Frequently moves across the sales floor and between the sales floor and stock room.
• Must be able to interpret email and print instructions regarding layouts, schedules, and procedures.
• Must remain in a stationary, upright position for 80% of the time.

Qualifications

• High School Graduate or equivalent; college experience preferred.
• Minimum of 2 years of management experience.
• Excellent verbal and written communication skills.
• Ability to multi-task and think creatively.
• Ability to maintain composure under pressure.

Benefits

Explore our benefits site to discover all the perks and support we offer, including health coverage, financial wellness, and personal wellness programs. Visit benefits.fivebelow.com/public/welcome for more details.

Pay

Starting at $18.92 per hour.