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 personal contact and crew training
• Leading front-end operations and managing store cleanliness
• Overseeing the achievement and maintenance of customer service score goals
• Facilitating recruitment, training, and development of team members

ASSUMPTION: The job primarily focuses on enhancing customer experience and managing team dynamics within the store environment.

📋 Key Responsibilities

✅ Ensure crew members deliver the B.E.S.T. customer service experience.

✅ Lead store operations, ensuring merchandise and equipment meet brand standards.

✅ Perform opening/closing procedures and maintain store readiness.

✅ Partner with store manager to recruit, train, and supervise crew members.

✅ Ensure cleanliness and maintenance of the store, including stock room activities.

ASSUMPTION: Responsibilities may extend to other leadership tasks based on store needs.

🎯 Required Qualifications

Education: High School Graduate or equivalent. College experience preferred.

Experience: Minimum 2 years of management experience required.

Required Skills:

• Excellent verbal and written communication
• Ability to multitask and think creatively
• Maintain composure under pressure

Preferred Skills:

• Advanced management training
• Proficiency in customer service best practices

ASSUMPTION: Emphasis on communication and leadership suggests a dynamic and interactive work environment.

💰 Compensation & Benefits

Salary Range: Not specified, but competitive for the retail sector based on location and experience.

Benefits:

• Health coverage
• Financial and personal wellness support
• Flexible work schedule accommodations

Working Hours: 40 hours per week, with flexibility for evenings, weekends, and potential overnight shifts.

ASSUMPTION: Benefits align with industry standard for retail positions, with potential for additional perks.

📌 Applicant Insights

🔍 Company Context

Industry: Retail - focused on affordable, trendy products for a wide-ranging consumer base.

Company Size: Over 10,001 employees, highlighting strong support structures and potential for career growth.

Founded: 2002

Company Description:

• Focused on providing exciting experiences at affordable prices
• Cultural emphasis on fun and creativity
• Values-driven with a strong community presence

Company Specialties:

• Affordable, trendy consumer products
• Fostering a high-energy workplace culture
• Commitment to employee development and engagement

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

ASSUMPTION: The company leverages its large workforce for innovative retail solutions and customer service improvements.

📊 Role Analysis

Career Level: Mid-level management position with opportunities for advancement.

Reporting Structure: Reports to Store Manager and collaborates across leadership team.

Work Arrangement: Primarily on-site, reflecting hands-on operational responsibilities.

Growth Opportunities:

• Potential for advancement to higher management roles
• Opportunities for professional development and training
• Involvement in strategic store management decisions

ASSUMPTION: Strong performance in this role could lead to career progression within a growing company.

🌍 Location & Work Environment

Office Type: Retail store setting

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

Geographic Context:

• Accessible to major cities for increased customer traffic
• Part of a dynamic and diverse retail environment
• Opportunities for growth in varied urban and suburban settings

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

ASSUMPTION: The location provides diverse customer interactions and exposure to different retail challenges.

💼 Interview & Application Insights

Typical Process:

• Initial online application submission
• Phone or video interview with HR
• In-person interview with store management

Key Assessment Areas:

• Customer service philosophy and experience
• Leadership and team management skills
• Problem-solving and strategic thinking abilities

Application Tips:

• Highlight leadership and customer service experiences
• Showcase flexibility and adaptability in retail settings
• Demonstrate understanding of company culture and values

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

ASSUMPTION: The selection process emphasizes leadership capabilities and cultural fit within a dynamic retail environment.

🛠️ Tools & Technologies

• Point-of-Sale (POS) systems
• Inventory management tools
• Standard office software suite

ASSUMPTION: Familiarity with retail technology and management tools will enhance performance and workflow efficiency.

👔 Cultural Fit Considerations

Company Values:

• Fun and high energy
• Customer-centric actions
• Commitment to teamwork and innovation

Work Style:

• Dynamic and interactive
• Emphasis on creativity and problem-solving
• Ability to thrive in fast-paced environments

Self-Assessment Questions:

• How do you handle customer service challenges?
• Describe your leadership style and its effectiveness.
• What strategies do you use to motivate your team?

ASSUMPTION: Candidates should resonate with the company's energetic culture and customer-first mindset to excel in this role.

⚠️ Potential Challenges

• Maintaining consistent team performance across various shifts
• Managing high customer volume during peak times
• Ensuring operational efficiency within dynamic environments
• Balancing store operations with strategic initiatives

ASSUMPTION: Candidates should possess strong organizational and multitasking abilities to navigate these challenges effectively.

📈 Similar Roles Comparison

• Similar to roles in other retail giants focusing on customer experience management
• Includes key responsibilities typical of middle management positions in retail
• Emphasizes leadership and skill development opportunities

ASSUMPTION: This role provides a competitive edge for professionals seeking advancement in the retail sector.

📝 Sample Projects

• Lead a team initiative to enhance checkout experience efficiency
• Develop a training module for new customer service policies
• Initiate a store-wide campaign to boost team engagement

ASSUMPTION: Employees are encouraged to engage in projects that align with company goals and enhance store operations.

❓ Key Questions to Ask During Interview

• What are the most significant challenges faced by your store management team?
• How is success measured for this position?
• What training opportunities are available for team members?
• Can you describe the team culture and work environment at Five Below?
• What are the typical career paths for someone in this role?

ASSUMPTION: Engaging in thoughtful inquiry during the interview process can yield insights into role expectations and organizational culture.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Ensure your resume highlights relevant experience and skills
• Prepare for potential phone or video interviews
• Research more about Five Below's culture and values
• Be ready to discuss your customer service and leadership experiences

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