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: Sun Mar 30 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Training staff on delivering the B.E.S.T. customer service experience
• Leading front-end operations and ensuring optimal merchandising
• Maintaining store cleanliness and readiness
• Assisting with store management duties and staff development

ASSUMPTION: The role likely requires extensive interaction with both customers and staff, focusing on enhancing customer satisfaction and improving store operations.

📋 Key Responsibilities

✅ Ensure crew members provide exceptional customer service

✅ Train staff on the B.E.S.T. customer service protocol

✅ Lead operations to meet customer service goals

✅ Oversee front-end merchandising and equipment functionality

✅ Fulfill opening and closing procedures

✅ Assist with recruitment, training, and management of staff

✅ Participate in merchandising procedures and general store maintenance

✅ Manage store cleanliness and recovery tasks

ASSUMPTION: Responsibilities suggest a dynamic role balancing direct customer interaction with strategic store operations management.

🎯 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
• Multi-tasking ability
• Creative thinking
• Problem-solving skills

Preferred Skills:

• Leadership and team management
• Experience in retail or customer service environments

ASSUMPTION: Preferred qualifications indicate a preference for candidates with retail management experience.

💰 Compensation & Benefits

Salary Range: Not specified; typically competitive for retail management roles

Benefits:

• Health coverage
• Financial wellness programs
• Personal wellness support

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

ASSUMPTION: Compensation includes comprehensive benefits, a hallmark of large retail businesses, appealing to a diverse workforce.

📌 Applicant Insights

🔍 Company Context

Industry: Retail - A sector featuring dynamic customer interaction and rapid product cycles

Company Size: 10,001+ employees, indicating a vast support network and significant growth opportunities

Founded: 2002 – Established with a focus on affordable retail for a broad audience

Company Description:

• Emphasizes a culture built on fun and customer engagement
• Strong commitment to employee empowerment and innovative ideas
• Fast growth driven by appealing customer experiences and affordable pricing

Company Specialties:

• Retail innovation
• Customer satisfaction and experience
• Employee engagement and culture creation

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

ASSUMPTION: Company prides itself on employee culture and innovative retail experiences, likely seeking candidates who align with these values.

📊 Role Analysis

Career Level: Mid-level management with potential for growth into higher leadership roles

Reporting Structure: Reports to the Store Manager and collaborates with the district team

Work Arrangement: On-site work with potential for flexible arrangements as needed

Growth Opportunities:

• Advancement to higher managerial roles
• Expansion of responsibilities within multi-store management
• Opportunities for training and development programs

ASSUMPTION: Successful applicants will have potential pathways to district or regional management positions.

🌍 Location & Work Environment

Office Type: Retail store environment

Office Location(s): Various locations across the United States, primarily in urban and suburban areas

Geographic Context:

• Proximity to major retail hubs
• Accessible by public transportation
• Located in high-traffic shopping areas

Work Schedule: Flexible schedule with an emphasis on peak retail hours, including weekends

ASSUMPTION: The role requires adaptability to varying retail demands and schedules.

💼 Interview & Application Insights

Typical Process:

• Initial application review
• Phone screening with HR or recruiting team
• In-person interview with store management

Key Assessment Areas:

• Customer service orientation
• Leadership capabilities and experience
• Problem-solving in a retail context

Application Tips:

• Highlight relevant retail experience
• Demonstrate customer service achievements
• Prepare for behavioral interview questions

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

ASSUMPTION: The application process will favor experiences showcasing leadership and customer interaction skills.

🛠️ Tools & Technologies

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

ASSUMPTION: Familiarity with retail-specific technologies will be beneficial for applicants.

👔 Cultural Fit Considerations

Company Values:

• Customer-centric service
• Creative and fun workplace culture
• Commitment to affordable quality

Work Style:

• Team-oriented and collaborative
• Innovative problem-solving approach
• Open to feedback and continuous improvement

Self-Assessment Questions:

• How do you handle customer complaints?
• What strategies do you employ to motivate a team?
• Can you provide an example of a creative solution you implemented?

ASSUMPTION: Candidates who excel in a dynamic, customer-focused environment will thrive at Five Below.

⚠️ Potential Challenges

• Managing peak shopping periods
• Balancing customer service with operational duties
• Adapting to evolving retail strategies
• Maintaining store standards amidst high foot traffic

ASSUMPTION: The role presents challenges typical of fast-paced retail settings, requiring strong organizational skills.

📈 Similar Roles Comparison

• Similar retail management roles often focus more on sales targets than customer experience
• Other roles may not offer the same level of creative freedom
• Five Below places a unique emphasis on culture and fun

ASSUMPTION: This role offers a unique balance of responsibilities compared to typical retail manager positions, emphasizing customer experience enhancements.

📝 Sample Projects

• Implementing a new in-store customer feedback system
• Leading a team-building workshop to enhance employee morale and productivity
• Designing an innovative window display to increase store traffic

ASSUMPTION: Projects likely focus on driving customer engagement and improving team dynamics.

❓ Key Questions to Ask During Interview

• What metrics are most important for evaluating success in this role?
• How does Five Below support professional development for managers?
• Can you describe a typical workday for this position?
• What are the biggest challenges facing the store currently?
• How are new ideas and initiatives rewarded or recognized?

ASSUMPTION: Insightful questions will demonstrate preparedness and a genuine interest in the role.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Ensure your resume highlights relevant retail management experience
• Prepare for a potential phone screening
• Research Five Below's company culture and values
• Visit a local store for firsthand experience

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