Customer Experience Manager 201

Employer
Five Below
Location
Hanover, MD
Posted
Oct 14, 2021
Closes
Oct 17, 2021
Ref
145073061
Industry
Retail
Hours
Full Time
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"A' , 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 livesUnleash Passion : Check your ego at the door and do what you say you will doHold the Penny Hostage : Treat Five Below like your own business and hire talent that will do the sameAchieve the Impossible : Set the bar high for self and team and make sure to take risksWork 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 effortsKey Attributes:LeadershipTrainer/Developer/MotivatorCommunicationEmerging Skill - Planning/Time ManagementOwnership CommitmentAccountability/Delegation/Follow upSales Driver/Goal OrientedProfessionalismRESPONSIBILITIES:Ensures all associates and managers are Wowing the Customer through personal contact with customersResponsible for achieving CSAT score goals provided by the District ManagerResponsible for leading Front End OperationsTraining the staff on the High Fives of Customer ServiceEnsures that each guest has a fast, friendly, checkoutResponsible for maintaining the store cleanliness, recovery, and ready for customers at all timesResponsible for opening and closing store proceduresResponsible for performing SM duties in their absenceAssists in supervising all AssociatesAssists in training all AssociatesAssists in coaching all AssociatesAssists in developing all AssociatesAssists in staff schedulingReviews all corporate communications and reacts accordinglyPartners with supervisors or corporate office regarding store issuesDrives store sales and controls expensesUses financial reporting to drive business opportunitiesAssists payroll process and ensures budget is in line with planAssists in merchandising proceduresAdheres 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 depositsAuthorizes register functions including post voids, returns and discountsComplies with Human Resources policies and proceduresAssists in receiving and stocking proceduresUnloads merchandise from trucksChecks in shipmentsStages merchandise for the sales floorPacks out merchandiseResponsible for ensuring Candy, Crafts, and Sports Worlds are set and maintained to Brand StandardsAccountable for driving Key Metrics: Sales, ADS, CSAT Scores, and Expense ControlPerforms store maintenance including but not limited to taking out garbage, sweeping, cleaning bathrooms, maintaining stock roomThis job description is not all-inclusive. Additional responsibilities will be determined by the Store Manager, as dictated by store needs.Frequently operate cash registerFrequently move merchandise weighing up to 25 lbs and places/removes merchandise up to a height of 5-10 feetFrequently ascend/descend ladders in order to retrieve and put away stockFrequently position self to kneel, bend, twist, and stoop, including in the stock room and on the sales floorFrequently 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 situationsFrequently move across the sales floor assisting customers, as well as to and from the stock room retrieving and putting away merchandiseMust be able to identify and discern email and print instructions regarding merchandise layouts, associate schedules, and standard operating proceduresMust be able to remain in a stationary, upright position for 80% of the timeQUALIFICATIONS:High School Graduate or equivalent.College experience preferredMinimum 2 years of management experienceExcellent verbal and written communication skillsAbility to multi-taskCreative thinkingAbility to maintain composure under pressureIf 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