Customer Experience Manager

At Five Below, the Customer Experience Manager (CEM) leads front‑end operations, cash management, cleanliness, safety, and sales initiatives. The role involves ensuring a positive customer experience, managing staff, driving performance metrics, and maintaining store standards.

• 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 store cleanliness, recovery, and readiness for customers at all times
• Responsible for opening and closing store procedures
• Responsible for performing SM 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 payroll processing and ensures budget is in line with plan
• Assists in merchandising procedures
• Adheres to and holds associates accountable to 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
• 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: taking out garbage, sweeping, cleaning bathrooms, maintaining stock room
• Frequently operates cash register
• Frequently moves merchandise weighing up to 25 lbs and places/removes merchandise up to a height of 5‑10 feet
• Frequently ascends/descends ladders to retrieve and put away stock
• Frequently positions self to kneel, bend, twist, and stoop, including in the stock room and on the sales floor
• Frequently communicates and exchanges information with customers on the telephone and face‑to‑face in the store, and with managers and coworkers
• Must be able to identify and discern email and print instructions regarding merchandise layouts, associate schedules, and SOP
• Must be able to remain in a stationary, upright position for 80% of the time

• Leadership
• Trainer/Developer/Motivator
• Communication
• Planning/Time Management
• Ownership Commitment
• Accountability/Delegation/Follow up
• Sales Driver/Goal Oriented
• Professionalism

• 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

Position Type:
Hourly

Position Starting At: $15.00

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.