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Customer Experience Manager

Five Below, Inc.

Downingtown (Chester County)

On-site

USD 35,000 - 55,000

Full time

30+ days ago

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Job summary

An established industry player is seeking a Customer Experience Manager who will lead a dynamic team in providing exceptional service. This role is crucial in ensuring that customers have a memorable shopping experience, driving sales, and maintaining a vibrant store atmosphere. The ideal candidate will embody leadership qualities, inspire their team, and uphold the company's values while achieving key performance metrics. If you are passionate about creating a fun and engaging environment and have a knack for motivating others, this position offers a fantastic opportunity to grow your career in a supportive and energetic workplace.

Qualifications

  • Minimum 2 years of management experience required.
  • Excellent verbal and written communication skills needed.

Responsibilities

  • Lead front end operations and ensure customer satisfaction.
  • Train staff on customer service best practices.
  • Drive store sales and manage cash handling procedures.

Skills

Leadership
Communication
Time Management
Sales Driven
Accountability

Education

High School Graduate
College Experience

Job description

Customer Experience Manager page is loaded

Customer Experience Manager

Apply locations Downingtown, PA 19335 time type Full time posted on Posted 2 Days Ago job requisition id JR61914

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! Just ask any of our over 20,000 associates who work at Five Below and they’ll tell you there’s no other place like it. 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!

What does the Customer Experience Manager do?

Under the leadership of the Store Manager, directly leads the Support Lead, Lead Cashier(s) (if applicable) and associates of the store while the Manager on Duty. The Customer Experience Manager (CEM) is responsible to “Wow the Customer”, front end operations, cash management, cleanliness, safety and driving sales.

How do they do it?

As a Five Below leader, your first priority is to contribute to the success of your store. This means that you not only deliver in your role as the Customer Experience Manager, but you also model leadership behaviors and deliver as a manager on duty. As the Manager on Duty, you deliver results during your assigned time, drive key performance indicators and brand loyalty by leading through your team. The Customer Experience Manager is part of the management team that sets the tone by embracing and living the Five Below Value! These values translate into creating the coolest brand on the plant, where talented people want to grow their careers…and here is how!

Wow the Customer: Put the customer first and make a difference in people’s lives

Unleash Passion: Check your ego at the door and do what you say you will do

Hold the Penny Hostage: Treat Five Below like your own business and hire talent that will do the same

Achieve the Impossible: Set the bar high for self and team and make sure to take risks

Work Hard, Have Fun, Build a Career: Come to work ready to take on the day, create a fun atmosphere and recognize the team for all the efforts

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
  • 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

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

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—check it out today! benefits.fivebelow.com/public/welcome

Five Below is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

Five Below is committed to working with and providing reasonable accommodations for individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please submit a request and let us know the nature of your request and your contact information. crewservices.zendesk.com/hc/en-us/requests/new

Position Type: Hourly

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