Customer Experience Leader — Front End Ops & Sales

Five Below Inc; Raritan (NJ); On-site; USD 55,000 - 75,000; Full time

Job summary

Five Below is a rapidly growing retailer focused on fun, value, and customer delight. The Customer Experience Manager leads the store team, models the Five Below Way, and drives front-end operations and sales with a strong emphasis on guest satisfaction.

Under Store Manager leadership, the CEM oversees cash handling, cleanliness, safety, and KPIs, while coaching associates to deliver wow experiences and maintain brand standards across shifts.

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 Standard Operating Procedures(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

Education

High School diploma or equivalent

College experience preferred

Job description

Five Below is a rapidly growing retailer focused on fun, value, and customer delight. The Customer Experience Manager leads the store team, models the Five Below Way, and drives front-end operations and sales with a strong emphasis on guest satisfaction.

Under Store Manager leadership, the CEM oversees cash handling, cleanliness, safety, and KPIs, while coaching associates to deliver wow experiences and maintain brand standards across shifts.