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: Wed Apr 02, 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 direct crew member interaction
• Leading front-end store operations, including merchandising and equipment maintenance
• Overseeing store opening and closing procedures and cleanliness
• Supporting store management in employee training and development

ASSUMPTION: The role likely involves extensive interactions with both customers and team members to drive a high standard of service and operational excellence.

📋 Key Responsibilities

✅ Ensure crew members deliver outstanding customer service experiences

✅ Conduct training on the B.E.S.T. customer service model

✅ Lead front end merchandising and operations, ensuring brand standards are met

✅ Perform opening and closing procedures, maintain store readiness and cleanliness

✅ Collaborate with management on recruitment, training, and staff development

✅ Participate in store maintenance activities as needed

✅ Manage store operations in the manager's absence

✅ Review and respond to corporate communications

ASSUMPTION: The responsibilities suggest a hands-on management style with a focus on both customer engagement and operational duties.

🎯 Required Qualifications

Education: High School Graduate or equivalent

Experience: Minimum 2 years of management experience

Required Skills:

• Excellent verbal and written communication
• Creative thinking
• Ability to multitask and maintain composure under pressure

Preferred Skills:

• College experience
• Advanced problem-solving skills

ASSUMPTION: Having college education is preferred but not essential, suggesting that aptitude and attitude may weigh heavily in hiring decisions.

💰 Compensation & Benefits

Salary Range: Not specified

Benefits:

• Health coverage
• Financial wellness programs
• Personal wellness support

Working Hours: 40 hours per week, with flexibility for day, evening, weekend, and overnight shifts

ASSUMPTION: The lack of a specified salary range may indicate variability based on experience or geographic location.

📌 Applicant Insights

🔍 Company Context

Industry: Retail, focusing on providing low-cost, high-enjoyment products

Company Size: 10,001+ employees, which suggests ample opportunities for collaboration and career growth

Founded: 2002, with headquarters in Philadelphia, PA

Company Description:

• Focuses on providing value and entertainment
• Encourages a culture of fun and innovation
• Operates with the motto of "Let Go & Have Fun!"

Company Specialties:

• Affordable products
• Wide range of merchandise
• Engaging shopping experiences

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

ASSUMPTION: The company emphasizes culture as a key aspect of its identity, likely attracting employees who value innovation and fun.

📊 Role Analysis

Career Level: Mid-management, suitable for individuals with prior management experience

Reporting Structure: Reports to the Store Manager and cooperates with the store leadership team

Work Arrangement: Fully on-site to drive store activities and engage with the customer base

Growth Opportunities:

• Potential for advancement within store management
• Opportunities to lead and coach larger teams
• Involvement in strategic store initiatives

ASSUMPTION: Growth is likely encouraged through internal promotions and taking on additional responsibilities over time.

🌍 Location & Work Environment

Office Type: On-site retail environment

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

Geographic Context:

• Locations likely in urban and suburban environments
• Access to diverse customer demographics
• Situated within communities to maximize local engagement

Work Schedule: Flexible schedule accommodating business needs, including peaks and seasonal variations

ASSUMPTION: The role requires flexibility as the retail sector often demands work during standard holidays and weekends.

💼 Interview & Application Insights

Typical Process:

• Application submission via company's career portal
• Initial phone screening with HR or recruiter
• In-person interview with store management

Key Assessment Areas:

• Customer service acumen
• Leadership and team management skills
• Problem-solving and operational efficiency

Application Tips:

• Emphasize customer service achievements
• Highlight management experience and results
• Showcase adaptability and creative approaches

ATS Keywords: Customer Service, Management, Team Leadership, Communication, Operational Efficiency

ASSUMPTION: Applicants should tailor their resumes to highlight relevant experience that matches the key competencies listed.

🛠️ Tools & Technologies

• POS systems for transaction management
• Inventory management software
• Retail communication platforms for team coordination

ASSUMPTION: Familiarity with common retail technology tools is a benefit, though specific tool training may be provided.

👔 Cultural Fit Considerations

Company Values:

• Encouragement of fun and innovation
• Commitment to customer satisfaction
• Fostering inclusive and diverse work environments

Work Style:

• Interactive and team-focused
• Fast-paced with a focus on customer service
• Adaptable to changing retail demands

Self-Assessment Questions:

• Am I comfortable in a dynamic retail setting?
• Do I enjoy leading teams and driving customer satisfaction?
• Can I handle multitasking in a fast-paced environment?

ASSUMPTION: Those who thrive in dynamic environments with a strong customer orientation will likely excel here.

⚠️ Potential Challenges

• High-pressure situations during peak shopping times
• Maintaining high customer service standards consistently
• Balancing large volume of daily operational tasks
• Adapting to different customer needs and preferences

ASSUMPTION: Success in this role requires resilience and effective stress management capabilities.

📈 Similar Roles Comparison

• Comparable to other retail management roles focused on customer experience
• Offers a pathway to higher management roles within the company
• Emphasizes customer engagement more than back-end operations roles

ASSUMPTION: This position stands out by offering strong customer interaction and leadership experience development.

📝 Sample Projects

• Partnering on a store-wide customer experience improvement initiative
• Leading a seasonal merchandising project
• Organizing a store reopening to enhance customer engagement

ASSUMPTION: Project involvement will deepen understanding of retail operations and customer engagement strategies.

❓ Key Questions to Ask During Interview

• How does Five Below define and measure success for this role?
• What are some of the current challenges facing the customer experience team?
• What opportunities are there for training and career advancement?
• How does the company maintain its culture and values throughout stores?
• How is feedback from store teams incorporated into broader company strategies?

ASSUMPTION: Insightful questions can help assess whether company values align with personal career goals.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare for a potential phone screening by highlighting key experiences
• Be ready to discuss your management style and customer service philosophy
• Review Five Below’s products and culture to show understanding of the brand
• Verify any communications are from a legitimate @fivebelow.com email address to avoid fraud

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