Customer Experience Manager

📌 Core Information

🔹 Job Title: Customer Experience Manager

🔹 Company: Five Below

🔹 Location: United States

🔹 Job Type: On-site

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: Mon Mar 31 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Ensuring exceptional customer service through the B.E.S.T. experience model
• Leading front-end operations and merchandise presentation
• Maintaining cleanliness and readiness of the store
• Acting as support for store managers and assisting in recruitment and training

ASSUMPTION: This role requires strategic leadership to drive sales through excellent customer experiences. It assumes that the manager will also be involved in operational decisions that improve store performance.

📋 Key Responsibilities

✅ Ensure all crew members provide excellent customer service through personal engagement.

✅ Train crew on the B.E.S.T. customer service experience for fast, friendly checkouts.

✅ Lead store in achieving customer service goals set by the District Manager.

✅ Manage front-end operations, including merchandising and equipment functionality.

✅ Oversee opening and closing procedures, store cleanliness, and readiness.

✅ Conduct store manager duties during their absence.

✅ Collaborate with store manager on crew recruitment, training, and supervision.

✅ Review corporate communications and implement necessary actions.

✅ Engage in store maintenance activities as needed.

ASSUMPTION: The Customer Experience Manager is expected to perform a hands-on role, driving both customer satisfaction and operational efficiency.

🎯 Required Qualifications

Education: High School Graduate or equivalent; college experience preferred.

Experience: Minimum 2 years of management experience.

Required Skills:

• Excellent verbal and written communication
• Ability to multi-task and solve problems creatively
• Maintain composure under pressure
• Team leadership and development

Preferred Skills:

• Additional experience in retail management
• Background in customer experience strategies

ASSUMPTION: Preference given to candidates with a retail background and a strong track record of enhancing customer experiences.

💰 Compensation & Benefits

Salary Range: Not specified, but typically aligned with industry standards for customer experience management roles in retail.

Benefits:

• Health coverage options
• Financial wellness programs
• Personal wellness resources

Working Hours: 40 hours per week, with a flexible schedule including days, evenings, weekends, and potential overnight shifts.

ASSUMPTION: The benefits package is competitive and designed to attract customer service professionals with diverse needs and schedules.

📌 Applicant Insights

🔍 Company Context

Industry: Retail industry thriving on affordable, trendy products for teens and young adults.

Company Size: Over 10,001 employees, indicating a broad network and growth opportunities.

Founded: 2002 with a history of rapid expansion and cultural innovation in retail.

Company Description:

• Focus on creating a fun, engaging shopping experience.
• Strong cultural emphasis on creativity and energy among employees.
• Consistently expanding product offerings and store locations.

Company Specialties:

• Affordable, trendy merchandise
• Exceptional in-store experiences
• Engaging work culture

Company Website: http://www.fivebelow.com

ASSUMPTION: The company's customer-focused culture is a key differentiator, driving both employee satisfaction and customer loyalty.

📊 Role Analysis

Career Level: Mid-level management role with leadership responsibilities.

Reporting Structure: Reports to the Store Manager; directly interacts with the District Manager.

Work Arrangement: On-site with flexibility for various shifts.

Growth Opportunities:

• Potential progression to higher management roles within Five Below.
• Opportunities to contribute to strategic store operations.
• Enhance leadership and customer service skills through hands-on practice.

ASSUMPTION: The role is designed to be a stepping stone for ambitious managers aiming to advance in retail management.

🌍 Location & Work Environment

Office Type: Retail store environment, fast-paced and customer-oriented.

Office Location(s): Various locations across the United States.

Geographic Context:

• Role involves managing urban or suburban retail locations.
• Stores located in accessible shopping districts or malls.
• Potential for nationwide relocation with career advancement.

Work Schedule: Flexible to accommodate operational hours, including holidays and weekends.

ASSUMPTION: Retail location demands require adaptability to dynamic customer flows and seasonal peaks.

💼 Interview & Application Insights

Typical Process:

• Online application through Five Below career portal.
• Initial phone screen with HR.
• Interview with Store Manager and possibly District Manager.

Key Assessment Areas:

• Customer service philosophy and skills
• Leadership style and ability to manage teams
• Adaptability to fast-paced retail environments

Application Tips:

• Highlight retail or customer service leadership experience.
• Demonstrate how you've improved customer experiences in past roles.
• Emphasize flexibility and problem-solving abilities.

ATS Keywords: Customer Service, Retail Management, B.E.S.T. Experience, Team Leadership, Sales, Multi-tasking

ASSUMPTION: Effective communication of relevant experience can expedite the selection process.

🛠️ Tools & Technologies

• Point of Sale (POS) systems
• Customer feedback tools
• Retail management software

ASSUMPTION: Familiarity with retail technologies will enhance on-the-job efficiency.

👔 Cultural Fit Considerations

Company Values:

• Let Go & Have Fun
• Big Ideas and Super Energy
• Creating WOWplaces

Work Style:

• Proactive and enthusiastic approach to customer interactions
• Valuing teamwork and collaboration
• Embracing flexibility and creativity in problem-solving

Self-Assessment Questions:

• How do you handle high-pressure customer interactions?
• What strategies do you use to motivate a team?
• Describe a time you implemented a successful customer initiative.

ASSUMPTION: The company values suggest an ideal employee is energetic, customer-focused, and a team player.

⚠️ Potential Challenges

• Maintaining high standards during peak shopping periods
• Navigating high customer volume in a fast-paced environment
• Balancing operational duties with active customer engagement
• Adapting to ever-evolving retail trends and technologies

ASSUMPTION: Candidates with experience in high-traffic retail settings are more equipped to manage these challenges.

📈 Similar Roles Comparison

• Compared to Store Manager, this role focuses more on customer experience.
• Unlike a Sales Associate, this role has leadership and training responsibilities.
• Comparable to roles in other retail chains but with unique emphasis on "WOWplaces."

ASSUMPTION: The Customer Experience Manager role is tailored to deliver direct impact on customer satisfaction and store atmosphere.

📝 Sample Projects

• Implementing seasonal customer service training sessions.
• Developing and launching a promotional event to drive store traffic.
• Optimizing store layout for better customer navigation and service.

ASSUMPTION: Past projects in customer experience implementation assist in evaluating candidate suitability.

❓ Key Questions to Ask During Interview

• What specific metrics define success in this role?
• How does this role support company values and culture?
• What are the key challenges this location currently faces?
• What opportunities exist for professional development?
• How does Five Below stay competitive in the retail landscape?

ASSUMPTION: Insightful questions can reveal company priorities and candidate alignment with the role.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare a tailored resume highlighting relevant experience.
• Draft a cover letter focusing on customer service excellence.
• Gather references who can attest to your leadership and problem-solving abilities.
• Review potential interview questions and rehearse responses.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.