Customer Experience Manager

Five Below, Inc. La Habra , CA 90631

Posted 2 months ago

Position Title: Customer Experience Manager

Reports to: Store Manager

Classification: Non-exempt

Status: FT

Availability: Flexible

Do you want to work for the coolest brand on the planet? Five Below's where you go to kick-start your career into full gear. We're a Philadelphia-based brand and one of the fastest growing retail chains in the United States with over 700 stores in 33 states. We only sell the coolest, trendiest, high-quality products pre-teens and teens really want, all at $5 and below. And what about our work culture? It's one of the best around filled with high-energy, positivity and motivation. Five Below is like no other brand out there. So, do you want to get in on the hype now? Thought so. Check out the position description below and find out if the Customer Experience Manager role is right for you!

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 careersand 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

Key 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.

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

  • 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

Minimum 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

Five Below is an Equal Opportunity Employer

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Customer Experience Manager

Five Below, Inc.