Customer Experience Leader — Front-End & CSAT Drive

Five Below; Philadelphia (Philadelphia County); On-site; USD 21,000 - 28,000; Part time

Job summary

Five Below is seeking a Customer Experience Manager to lead front-end operations, wow the customer, and drive store performance. You will manage the team, ensure CSAT targets are met, and uphold brand standards across cashiering, cleanliness, and safety.

You will model leadership, deliver as Manager on Duty, and foster a fun, energetic work environment while achieving sales goals and controlling expenses. This role requires strong people skills and a passion for service.

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.

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
• Responsible for leading Front End Operations
• Training the staff on the High Fives of Customer Service
• Ensures that each guest has a fast, friendly, checkout
• Responsible for maintaining the store cleanliness, recovery, and ready for customers at all times
• Responsible for opening and closing store procedures
• Responsible for performing SM duties in their absence
• Assists in supervising all Associates
• Assists in training all Associates
• Assists in coaching all Associates
• Assists in developing 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 drive business opportunities
• Assists payroll process and ensures budget is in line with plan
• Assists in merchandising procedures
• Adheres to and holds associates accountable to all Five Below’s SOP
• Responsible for cash handling procedures including but not limited to 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
• Unloads merchandise from trucks
• Checks in shipments
• Stages merchandise for the sales floor Packs out merchandise
• Responsible for ensuring 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 but not limited to taking out garbage, sweeping, cleaning bathrooms, maintaining stock room

Skills

Leadership

Trainer/Developer/Motivator

Communication

Planning/Time Management

Ownership Commitment

Accountability/Delegation/Follow up

Sales Driver/Goal Oriented

Professionalism

Job description

Five Below is seeking a Customer Experience Manager to lead front-end operations, wow the customer, and drive store performance. You will manage the team, ensure CSAT targets are met, and uphold brand standards across cashiering, cleanliness, and safety.

You will model leadership, deliver as Manager on Duty, and foster a fun, energetic work environment while achieving sales goals and controlling expenses. This role requires strong people skills and a passion for service.