Customer Experience Manager, Retail Front End
Overview
You own the front end of a Five Below store, driving a WOW customer experience that hits service score goals set by the District Manager. You lead a crew of associates, train them on the B.E.S.T. service model, and keep the store ready for customers at all times. You partner with the store manager to recruit, coach, and develop your team, and you step in to run the store when the manager is absent. This role puts you at the heart of daily store operations, from merchandising candy and snacks to maintaining cleanliness and equipment, all in a high-energy retail environment.
What You'll Do10
- 1Lead front-end operations to achieve customer service score goals from the District Manager, ensuring every guest gets a fast, friendly checkout.
- 2Train crew members on the B.E.S.T. customer service experience, embedding personal customer contact in every interaction.
- 3Ensure front-end merchandising for candy, soda, and snacks meets or exceeds brand standards, setting displays that drive impulse buys.
- 4Maintain all front-end equipment in working order, training associates on services like POS systems and payment terminals.
- 5Own opening and closing procedures, store cleanliness, and recovery, keeping the sales floor customer-ready at all times.
- 6Step into store manager duties in their absence, overseeing daily operations and team performance.
- 7Partner with the store manager to recruit, train, coach, and develop all crew members, building a high-performing team.
- 8Review corporate communications and react to directives, translating them into actionable store policies.
- 9Collaborate with the leadership team on merchandising and World Recovery, keeping stock organized and accessible.
- 10Perform store maintenance, including trash removal, sweeping, bathroom cleaning, and stock room organization.
Requirements10
- 1High School Graduate or equivalent; college experience preferred.
- 22+ years of management experience in a retail or customer service environment.
- 3Proven ability to multi-task and maintain composure under pressure.
- 4Excellent verbal and written communication skills, with the ability to exchange accurate information with customers and staff.
- 5Ability to frequently operate a POS cash register and handle merchandise up to 25 lbs.
- 6Comfortable ascending/descending ladders to retrieve stock up to 5-10 feet high.
- 7Willingness to kneel, bend, twist, and stoop in stock rooms and on the sales floor.
- 8Flexible schedule covering days, evenings, weekends, and occasional overnight shifts or travel.
- 9Must be at least 18 years old and able to perform all essential job functions.
- 10Ability to remain stationary for 80% of the shift while assisting customers.
Salary Insight
$31k per year
Location
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