Customer Experience Manager

Five Below · Raritan, NJ · 2 mo ago

OTHRFull-time

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 brand loyalty through your team. The CEM sets the tone by embracing and living the Five Below values, which translate into creating 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
Performs Store Manager duties in their absence
Supervises, trains, coaches, and develops all associates
Assists in staff scheduling
Reviews all corporate communications and reacts accordingly
Partners with supervisors or corporate office regarding store issues
Drives store sales and controls expenses
Uses financial reporting to identify business opportunities
Assists in the payroll process and ensures the budget aligns with the plan
Assists in merchandising procedures
Adheres to and holds associates accountable 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 to/from the 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

This job description is not all-inclusive. Additional responsibilities will be determined by the Store Manager, as dictated by store needs.

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