Five Below
CustomerExperienceManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Experience Manager at Five Below. Skills: Customer Experience, Front end operations, Cash handling, Store cleanliness, Safety, Driving sales, Leadership, Training, Supervising associates, Staff scheduling, Merchandising, Standard Operating Procedures (SOP), Cash handling procedures, Authorizing register functions, Receiving and stocking procedures, Driving Key Metrics: Sales, ADS, CSAT Scores, and Expense Control. Wowing the Customer through personal contact with customers. Achieving CS”
What You'll Achieve.
Achieving CSAT score goals provided by the District Manager; Driving store sales and controls expenses; Ensuring budget is in line with plan; Accountable for driving Key Metrics: Sales, ADS, CSAT Scores, and Expense Control
Industry & Context.
Creative thinking; Ability to maintain composure under pressure
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 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
What They're Looking For.
Must Have
Minimum 2 years of management experience, Excellent verbal and written communication skills, Ability to multi-task, Creative thinking, Ability to maintain composure under pressure
Nice to Have
College experience preferred
What You'll Do.
Wowing the Customer through personal contact with customers
Achieving CSAT score goals
Leading Front End Operations
Training the staff on the High Fives of Customer Service
Ensuring that each guest has a fast
Maintaining the store cleanliness
and ready for customers at all times
Opening and closing store procedures
Performing SM duties in their absence
Supervising all Associates
Training all Associates
Coaching all Associates
Developing all Associates
Reviewing all corporate communications and reacting accordingly
Partnering with supervisors or corporate office regarding store issues
Driving store sales and controlling expenses
Using financial reporting to drive business opportunities
Assisting payroll process and ensuring budget is in line with plan
Assisting in merchandising procedures
Adhering to and holding associates accountable to all Five Below’s Standard Operating Procedures(SOP)
Cash handling procedures including but not limited to preparing and dropping bank deposits
Authorizing register functions including post voids
returns and discounts
Complying with Human Resources policies and procedures
Assisting in receiving and stocking procedures
Unloading merchandise from trucks
Checking in shipments
Staging merchandise for the sales floor
Packing out merchandise
and Sports Worlds are set and maintained to Brand Standards
Driving Key Metrics: Sales
Performing store maintenance including but not limited to taking out garbage
maintaining stock room
How You'll Work.
Team & Collaboration
Ensures all associates and managers are Wowing the Customer through personal contact with customers; Assists in supervising all Associates; Assists in training all Associates; Assists in coaching all Associates; Assists in developing all Associates; Partners with supervisors or corporate office regarding store issues; Adheres to and holds associates accountable to all Five Below’s Standard Operating Procedures(SOP); Frequently communicate and exchange information with customers on the telephone and face-to-face in the store, as well as with managers and coworkers.
Communication Scope
Excellent verbal and written communication skills; Frequently communicate and exchange information with customers on the telephone and face-to-face in the store, as well as with managers and coworkers.
Full Job Description
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 20,000 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
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