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:

• Leading and training store crew to ensure top-notch customer service
• Overseeing front-end operations and merchandising standards
• Maintaining the cleanliness and readiness of the store
• Acting as the store manager in their absence

ASSUMPTION: The role demands leadership in customer experience and operational excellence, focusing on training and front-end management. This assumption is drawn from the company's emphasis on WOW customer service and operational responsibilities outlined in the role.

📋 Key Responsibilities

✅ Ensuring crew members WOW customers through personalized interactions

✅ Training crew on the B.E.S.T. customer service model to deliver quick and friendly checkout experiences

✅ Leading the store to achieve customer service goals set by the District Manager

✅ Overseeing front-end operations and ensuring merchandising meets brand standards

✅ Handling opening and closing procedures and maintaining store cleanliness

✅ Acting as the store manager when needed

✅ Assisting in recruiting, training, and coaching of crew members

✅ Engaging with corporate communications and applying necessary actions

✅ Performing store maintenance tasks

ASSUMPTION: Responsibilities are centered on customer interaction, staff management, and store operations, requiring multitasking and problem-solving skills.

🎯 Required Qualifications

Education: High school diploma or equivalent; college experience preferred

Experience: Minimum 2 years of management experience

Required Skills:

• Excellent verbal and written communication
• Ability to multi-task
• Creative thinking skills

Preferred Skills:

• Experience in retail or related industries
• Advanced customer service know-how

ASSUMPTION: The position prioritizes strong communication and management experience, particularly in customer-centric environments. While retail experience isn't specified as required, it's likely beneficial.

💰 Compensation & Benefits

Salary Range: Not specified; aligns with retail management industry standards

Benefits:

• Comprehensive health coverage
• Financial wellness programs
• Personal wellness support

Working Hours: 40 hours per week, with flexible availability required, including evenings and weekends

ASSUMPTION: The compensation aligns with typical retail management roles, offering a competitive benefits package to attract seasoned professionals.

📌 Applicant Insights

🔍 Company Context

Industry: Retail—a rapidly evolving sector focused on customer experience and merchandising excellence

Company Size: More than 10,001 employees, indicating a large-scale operation with extensive career development opportunities

Founded: 2002, with a strong growth trajectory

Company Description:

• Driven by the ethos of fun and affordability
• Emphasizes a values-driven culture
• Proud of its diverse workforce and inclusive environment

Company Specialties:

• Retail innovation
• Customer-centric operations
• Inclusive company culture

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

ASSUMPTION: Five Below’s focus on culture and values suggests a supportive environment aimed at employee satisfaction and customer happiness.

📊 Role Analysis

Career Level: Intermediate, suitable for those building on management experience in a retail setting

Reporting Structure: Reports to the Store Manager, integrates with district goals

Work Arrangement: Requires onsite presence to oversee store activities and staff

Growth Opportunities:

• Potential to progress to higher management positions
• Opportunities to influence store-level strategy
• Skills development through hands-on experience

ASSUMPTION: Entry point for experienced retail managers aiming for significant responsibility and growth in a vibrant company.

🌍 Location & Work Environment

Office Type: Retail store environment

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

Geographic Context:

• Engaging, fast-paced retail settings
• Opportunity to work in diverse communities
• Exposure to dynamic retail operations

Work Schedule: Varies, with a need for flexibility to cover business hours and special events

ASSUMPTION: Required flexibility for a dynamic store environment; ideal for those who thrive in varied work schedules.

💼 Interview & Application Insights

Typical Process:

• Application submission via company website
• Initial phone screening by HR
• In-person interview with hiring manager

Key Assessment Areas:

• Customer service aptitude
• Leadership potential
• Operational management skills

Application Tips:

• Highlight retail and customer service experience on your resume
• Prepare examples of past leadership experience
• Demonstrate flexibility and problem-solving abilities

ATS Keywords: Customer Service, Retail Management, Training, Communication, Leadership

ASSUMPTION: The application process follows standard retail management practices, focusing on customer service and management experience.

🛠️ Tools & Technologies

• Point of Sale (POS) systems
• Inventory management software
• Communication tools for team coordination

ASSUMPTION: Familiarity with retail technology platforms is expected; necessary for daily operations.

👔 Cultural Fit Considerations

Company Values:

• Fun and energetic work environment
• Commitment to quality customer experiences
• Empowerment through values-driven leadership

Work Style:

• Dynamic and adaptable
• Collaborative yet independently driven
• Customer-focused with an emphasis on innovation

Self-Assessment Questions:

• Do you thrive in a fast-paced environment?
• How do you handle challenging customer interactions?
• Are you comfortable leading a diverse team?

ASSUMPTION: The cultural fit requires a proactive, customer-focused outlook with an appreciation for collaborative environments.

⚠️ Potential Challenges

• High-paced retail environment demands quick decision-making
• Balancing store operational responsibilities with customer service excellence
• Managing diverse customer needs and expectations
• Adapting to evolving retail trends and company strategies

ASSUMPTION: Challenges typical in retail roles informing store and staff management require strong problem-solving capabilities.

📈 Similar Roles Comparison

• Similar responsibilities to roles in retail chain management
• Comparable to roles focusing on customer service strategy implementation
• Includes oversight of both people and operational functions

ASSUMPTION: Similar role comparisons focus on customer service and operational management overlay in retail settings.

📝 Sample Projects

• Implementing a new customer feedback system
• Leading a store-wide inventory review
• Developing staff training sessions based on customer service models

ASSUMPTION: Sample projects align with typical managerial duties in retail, focusing on operational improvements and team development.

❓ Key Questions to Ask During Interview

• What does Five Below’s WOWplace mean to you?
• How is success measured in this role?
• What are the growth opportunities within this position?
• Can you describe the team I’ll be working with?
• What are the current challenges the store faces?

ASSUMPTION: Key questions are designed to uncover insights into company culture, expectations, and personal career development pathways.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare your resume with a focus on relevant experience and skills
• Research Five Below’s values and mission to align your application
• Reach out with questions through the provided contact form if needed
• Follow up within two weeks if you haven't heard back

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