Customer Experience Manager

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 the 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) is set and meets or exceeds 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 store cleanliness, recovery, and keeping the 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 taking out garbage, sweeping, cleaning bathrooms, and maintaining the stock room.

Additional responsibilities will be determined by the Store Manager, as dictated by store needs.

• 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.

• Frequently operate cash register.
• Frequently move merchandise weighing up to 25 lbs and place/remove merchandise up to a height of 5–10 feet.
• Frequently ascend/descend ladders 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 by 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 and retrieving and putting away merchandise to/from the stock room.
• 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.

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.