Customer Experience Manager

Five Below, Inc.; Falls Church (VA); On-site; USD 48,000 - 60,000; Full time

Job summary

Five Below in Falls Church, VA is seeking a Customer Experience Manager to lead store operations and drive WOW customer service at the front end. You will train and coach crew, open/close procedures, keep the store clean, and partner with the store manager to achieve service score goals while handling merchandising and stockroom duties in a fast-paced environment.

This role requires flexible scheduling, including weekends, and demands strong communication and leadership to motivate a high-energy

Qualifications

• High School Graduates 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

• Lead crew to deliver WOW customer service with personal interactions.
• Train crew on best-in-class customer service experiences.
• Lead store to achieve and maintain customer service score goals.
• Oversee front-end operations and merchandising to brand standards.
• Ensure front-end equipment works and staff are trained.
• Handle opening and closing procedures and store cleanliness.
• Perform manager duties in the supervisor's absence.
• Recruit, train, coach, and supervise crew members.
• Coordinate with corporate communications and leadership.
• Assist merchandising procedures and stock recovery.
• Maintain stock room and overall store upkeep.
• Maintain flexible schedule including days, evenings, weekends, and possible overnight shifts.

Skills

Verbal communication

Written communication

Multi-tasking

Creative thinking

Composure under pressure

Management experience

Education

High school diploma or equivalent

College experience preferred

Job description

## Customer Experience ManagerApply: Falls Church, VA 22044: Full time: Posted Today: JR95091At 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!**RESPONSIBILITIES*** Ensures all crew members are Wowing the Customer through personal contact with customers. Trains the crew on the B.E.S.T. customer service experience; ensuring that each guest has a fast, friendly check out experience.* Responsible for leading their assigned store to achieve and maintain customer service score goals provided by the District Manager.* Responsible for leading front end operations, ensuring front end merchandising (candy, soda, snacks) are set and meet or exceed brand standards. Ensures that all front-end equipment is in working order and associates are trained to include services where applicable.* Responsible for opening and closing procedures, maintaining the store cleanliness, recovery, and keeping their store ready for customers at all times.* Responsible for performing store manager duties in their absence.* Partners with the store manager to recruit, train, coach, develop and supervise all crew members.* Reviews all corporate communications and reacts accordingly.* Partners with the entire store leadership team in merchandising procedures and World Recovery.* 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**ESSENTIAL JOB FUNCTIONS*** Frequently operate cash register* Frequently move merchandise weighing up to 25 lbs and places/removes merchandise up to a height of 5-10 feet* Frequently ascend/descend ladders in order to retrieve and put away stock* Frequently position self to kneel, bend, twist, and stoop, including in the stock room and on the sales floor* Frequently communicate and exchange information with customers on the telephone and face-to-face in the store, as well as with managers and coworkers. Must be able to exchange accurate information in these situations* Frequently move across the sales floor assisting customers, as well as to and from the stock room retrieving and putting away merchandise* Ability to work a flexible schedule to meet the needs of the business, which will require day, evening, weekends and may include overnight shifts and travel (as required)* 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* Must be at least 18 years old and able to perform all essential job functions in compliance with applicable federal, state, and local laws