Customer Experience Manager

Stoneham, MA, United States

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 17,000 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

Drives store sales which may include performing in all Five Below services (ear piercing, balloons, buy online pick up in store, etc.)

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.

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

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

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Five Below is an Equal Opportunity Employer.

Position Type:

Hourly

BE AWARE OF FRAUD! Please be aware of potentially fraudulent job postings or suspicious recruiter activity by persons that are posing as a Five Below recruiters. Please confirm that the person you are working with has an @fivebelow.com email address. Additionally, Five Below does NOT request financial information or payments from candidates at any point during the hiring process. If you suspect fraudulent activity, please visit Five Below’s Careers Site at www.fivebelow.com/info/careers to verify the posting.

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