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: April 2, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Not specified (On-site)

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Leading and maintaining exceptional customer service standards in the store.
• Training team on B.E.S.T. customer service for fast and friendly checkouts.
• Managing front-end operations and ensuring merchandising meets brand standards.
• Partnering with the store manager for staffing and operational decisions.

ASSUMPTION: The job overview assumes that the candidate will be proactive in enhancing customer experience and maintaining operational standards. Details on specific training programs or metrics for customer satisfaction weren't specified.

📋 Key Responsibilities

✅ Ensures all crew members are wowing the customer through personal contact.

✅ Trains the crew on the B.E.S.T. customer service experiences.

✅ Leads the store to achieve customer service score goals.

✅ Oversees front-end operations and merchandising standards.

✅ Ensures store cleanliness and readiness for customers.

✅ Performs store manager duties in their absence.

✅ Partners with store manager on crew training and development.

✅ Manages corporate communications and responds accordingly.

✅ Engages in store maintenance including stocking and cleaning.

✅ Other responsibilities as required by store needs.

ASSUMPTION: Responsibilities assume the candidate will be adaptable and flexible in responding to various store requirements. The specific metrics for customer satisfaction and engagement are assumed to be set by corporate guidelines.

🎯 Required Qualifications

Education: High School Graduate or equivalent preferred, though college experience is favored.

Experience: Minimum 2 years of management experience required.

Required Skills:

• Excellent verbal and written communication skills
• Ability to multi-task effectively
• Creative thinking for problem-solving
• Composure under pressure

Preferred Skills:

• Background in retail management
• Familiarity with customer service operations

ASSUMPTION: The qualifications assume that the candidate will need strong leadership and communication skills to manage dynamic retail environments. Preferred skills are based on typical industry standards for similar roles.

💰 Compensation & Benefits

Salary Range: Not specified, but typically competitive within the retail management industry.

Benefits:

• Comprehensive health coverage
• Financial wellness programs
• Support for personal wellness

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

ASSUMPTION: Compensation and benefits are assumed to be competitive and designed to attract quality management talent. The specific salary range and additional benefits would typically be detailed in interviews.

📌 Applicant Insights

🔍 Company Context

Industry: Retail industry, focusing on affordable consumer goods.

Company Size: 10,001+ employees, providing broad resources and growth opportunities.

Founded: 2002, with a consistent growth trajectory in the retail market.

Company Description:

• Strong culture focusing on fun and innovation.
• Values-driven approach with The Five Below Way.
• Commitment to an inspiring work environment.

Company Specialties:

• Retail operations
• Customer service excellence
• Innovative merchandising

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

ASSUMPTION: The company context provides an overview assuming applicants have a basic understanding of retail industry operations. Specialties are generalized to match the company's focus on fun, affordable shopping experiences.

📊 Role Analysis

Career Level: Mid-level management, ideal for those with some prior management experience.

Reporting Structure: Reports to the Store Manager, with a potential for collaboration across store leadership.

Work Arrangement: On-site with emphasis on in-store presence and interaction.

Growth Opportunities:

• Potential for promotion to Store Manager role.
• Skill development in retail management and customer service.
• Ability to influence store operations and culture.

ASSUMPTION: Role analysis assumes potential for career advancement within the company, based on growth-focused environment.

🌍 Location & Work Environment

Office Type: Retail store environment with interactive customer service standards.

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

Geographic Context:

• Wide reach across urban and suburban areas.
• Engaging storefronts designed for high foot traffic.
• Focus on community presence and accessibility.

Work Schedule: Flexible schedule including nights and weekends.

ASSUMPTION: Location details assume a typical retail store environment, emphasizing flexibility to meet customer demands.

💼 Interview & Application Insights

Typical Process:

• Initial phone screening
• In-person or virtual interview with store manager
• Final interview with district management or HR

Key Assessment Areas:

• Customer service philosophy
• Leadership and team management
• Adaptability in high-pressure situations

Application Tips:

• Highlight past retail or management experience in resume.
• Showcase examples of creative problem-solving.
• Prepare to discuss how you align with company culture.

ATS Keywords: Customer Service, Management, Retail Operations, Team Leadership, Communication

ASSUMPTION: The application process is likely structured to assess both leadership capability and cultural alignment with Five Below. Details apply to typical retail management roles.

🛠️ Tools & Technologies

• Point of Sale (POS) systems
• Inventory management software
• Customer Relationship Management (CRM) tools

ASSUMPTION: The use of industry-standard retail tools and technologies is assumed for effective job performance.

👔 Cultural Fit Considerations

Company Values:

• Commitment to fun and engaging experiences
• Trust in and empowerment of employees
• Focus on innovation and dynamism

Work Style:

• Team-oriented and collaborative
• Energetic and adaptable to change
• Customer-focused with an eye for detail

Self-Assessment Questions:

• Are you passionate about customer service and retail?
• Can you handle high-pressure situations with composure?
• Do you thrive in dynamic, fast-paced environments?

ASSUMPTION: Cultural fit considerations assume a strong alignment with Five Below’s fun and dynamic organizational culture.

⚠️ Potential Challenges

• Managing a diverse team in a fast-paced environment.
• Balancing operational duties with customer-facing responsibilities.
• Ensuring compliance with brand and operational standards.
• Adapting to retail peak seasons and fluctuating demands.

ASSUMPTION: Challenges are typical of retail environments, requiring strong management and multi-tasking skills.

📈 Similar Roles Comparison

• Interaction with customers and team management compared to a Store Manager.
• Focus on customer service metrics vs. sales targets in other retail roles.
• Hands-on operational role vs. strategic management positions.

ASSUMPTION: Similar roles assume equivalence in responsibilities across the retail sector, especially customer-centric positions.

📝 Sample Projects

• Implementing a new customer service initiative.
• Leading a merchandising overhaul to meet brand standards.
• Organizing team training sessions for customer interaction improvements.

ASSUMPTION: Sample projects are illustrative of the dynamic and experiential nature of the retail industry at Five Below.

❓ Key Questions to Ask During Interview

• How does customer feedback influence store operations?
• What are the growth opportunities within the company?
• How does the company measure success in customer service roles?
• What support systems are in place for team development?
• How is the company's fun culture maintained across stores?

ASSUMPTION: Key questions assume a candidate’s interest in understanding deeper organizational processes and growth paths.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Ensure your resume highlights relevant retail management experience.
• Prepare personalized cover letters addressing your alignment with Five Below values.
• Gather references attesting to your management and customer service skills.
• Double-check for potential discrepancies to avoid misunderstandings during the process.

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