Customer Service MGR- Five Below Lincoln Park
Company: Five Below, Inc.
Location: Chicago
Posted on: June 26, 2022
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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 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", 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 careersand
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 like your own business and
hire talent that will do the same
Achieve the Impossible: Set the bar high for self and team and make
sure to take risks
Work 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
efforts
Key Attributes:
* Leadership
* Trainer/Developer/Motivator
* Communication
* Emerging Skill - Planning/Time Management
* Ownership Commitment
* Accountability/Delegation/Follow up
* Sales Driver/Goal Oriented
* Professionalism
RESPONSIBILITIES:
* 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 the store cleanliness, recovery, and
ready for customers at all times
* Responsible for opening and closing store procedures
* Responsible for performing SM duties in their absence
* Assists in supervising all Associates
* Assists in training all Associates
* Assists in coaching all Associates
* Assists in developing all Associates
* Assists in staff scheduling
* Reviews all 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 process and ensures budget is in line with
plan
* Assists in merchandising procedures
* Adheres 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 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 but not limited to taking
out garbage, sweeping, cleaning bathrooms, maintaining stock
room
This job description is not all-inclusive. Additional
responsibilities will be determined by the Store Manager, as
dictated by store needs.
* 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 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 situations
* 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
QUALIFICATIONS:
* 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
If 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
Keywords: Five Below, Inc., Chicago , Customer Service MGR- Five Below Lincoln Park, Hospitality & Tourism , Chicago, Illinois
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