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About the Role
The Customer Experience Manager (CEM) is responsible for leading store operations, including customer service, front-end operations, cash management, cleanliness, safety, and driving sales, under the direction of the Store Manager. The CEM also acts as the Manager on Duty, driving key performance indicators and brand loyalty through their team.
Responsibilities
- Ensures all associates and managers are Wowing the Customer through personal contact.
- Achieves CSAT score goals.
- Leads Front End Operations.
- Trains staff on the High Fives of Customer Service.
- Ensures each guest has a fast, friendly checkout.
- Maintains store cleanliness, recovery, and readiness for customers.
- Performs opening and closing store procedures.
- Performs Store Manager duties in their absence.
- Assists in supervising, training, coaching, and developing all Associates.
- Assists in staff scheduling.
- Reviews 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 with 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 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.
- Ensures Candy, Crafts, and Sports Worlds are set and maintained to Brand Standards.
- Drives Key Metrics: Sales, ADS, CSAT Scores, and Expense Control.
- Performs store maintenance including taking out garbage, sweeping, cleaning bathrooms, and maintaining the stock room.
- Operates cash register.
- Moves merchandise weighing up to 25 lbs and places/removes merchandise up to a height of 5-10 feet.
- Ascends/descends ladders to retrieve and put away stock.
- Kneels, bends, twists, and stoops, including in the stock room and on the sales floor.
- Communicates and exchanges information with customers and staff.
- Moves across the sales floor assisting customers and retrieving/putting away merchandise.
- Identifies and discerns email and print instructions regarding merchandise layouts, associate schedules, and standard operating procedures.
- Remains in a stationary, upright position for 80% of the time.
Requirements
- High School Graduate or equivalent.
- Minimum 2 years of management experience.
- Ability to maintain composure under pressure.
Skills
- Excellent verbal and written communication skills
- Ability to multi-task
- Creative thinking
Work Type
- Hourly
Experience Level
- 2 years of management experience
Education Level
- High School Graduate or equivalent
- College experience preferred
Salary/Compensations
- $15.00
Benefits
- Health coverage
- Financial and personal wellness support
About the Company
- Five Below is a company focused on providing an amazing experience with unlimited possibilities, priced low. They emphasize a culture of fun, passion, and growth, driven by their values: Wow the Customer, Unleash Passion, Hold the Penny Hostage, Achieve the Impossible, and Work Hard, Have Fun, Build a Career.
Equal Opportunity
- 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.