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:

• Providing exceptional customer service
• Training the crew on delivering an optimal checkout experience
• Leading store operations and maintaining store standards
• Performing managerial duties in the absence of the store manager

ASSUMPTION: This job requires a hands-on leader capable of juggling multiple responsibilities to ensure the store meets service and operational standards.

📋 Key Responsibilities

✅ Ensure personal customer interaction to elevate service experiences.

✅ Train crew members on the B.E.S.T. customer service model.

✅ Lead the store to meet customer service score goals.

✅ Manage front end operations, including merchandising and equipment maintenance.

✅ Oversee opening and closing procedures to maintain a customer-ready store.

✅ Handle store management duties when required.

✅ Collaborate with store manager on personnel management and development.

✅ Engage in store maintenance such as cleaning and restocking.

ASSUMPTION: The role demands a proactive approach to both routine and unexpected challenges to maintain high operational efficiency.

🎯 Required Qualifications

Education: High School Graduate or equivalent, with college experience preferred.

Experience: Minimum 2 years of management experience

Required Skills:

• Excellent verbal and written communication
• Ability to multitask and think creatively
• Team leadership and problem-solving proficiency

Preferred Skills:

• Experience in retail environments
• Familiarity with customer service technologies

ASSUMPTION: Candidates with retail experience will have an edge due to the practical knowledge of customer service dynamics.

💰 Compensation & Benefits

Salary Range: Not specified; typically aligns with industry standards for retail management roles.

Benefits:

• Health coverage
• Financial and personal wellness programs
• Employee discounts

Working Hours: Flexible, including weekends and potentially overnight shifts.

ASSUMPTION: Benefits provided aim to enhance employee well-being, complementing the potential non-standard work hours.

📌 Applicant Insights

🔍 Company Context

Industry: Retail, focused on providing value-driven consumer experiences.

Company Size: 10,001+ employees, indicating extensive growth potential and available resources.

Founded: 2002

Company Description:

• Innovative work culture centered around fun and creativity
• Valued employee contributions and development opportunities
• Dynamic, fast-paced retail environment

Company Specialties:

• Retail
• Customer Engagement
• Affordable Consumer Goods

Company Website: Five Below

ASSUMPTION: The company’s growth and employee-centric culture are significant attractions for prospective candidates.

📊 Role Analysis

Career Level: Mid-level management with potential for further advancement

Reporting Structure: Reports to the Store Manager

Work Arrangement: Primarily on-site with potential travel for training

Growth Opportunities:

• Move into higher-level management roles
• Broaden skills through diverse retail operations
• Engage in company-wide initiatives and projects

ASSUMPTION: Career advancement relies on performance in current responsibilities and engagement in training opportunities.

🌍 Location & Work Environment

Office Type: Retail store environment

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

Geographic Context:

• Regionally connected with supportive logistics
• Diverse clientele influencing daily operational dynamics
• Potential for interstate operations and travel

Work Schedule: Includes day, evening, and weekend shifts as necessitated by business needs.

ASSUMPTION: The retail setting demands flexibility and adaptability from employees to meet diverse customer needs.

💼 Interview & Application Insights

Typical Process:

• Initial application screening
• Phone interview
• In-person interviewing with store manager

Key Assessment Areas:

• Customer service acumen
• Leadership capabilities
• Interpersonal and communication skills

Application Tips:

• Highlight relevant retail management experience
• Emphasize customer service successes
• Demonstrate adaptability and critical thinking in examples

ATS Keywords: Customer Service, Management, Training, Communication, Multi-tasking

ASSUMPTION: Candidates should prepare for scenario-based questions to demonstrate their practical leadership approach.

🛠️ Tools & Technologies

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

ASSUMPTION: Familiarity with retail technologies will facilitate smoother integration into the role.

👔 Cultural Fit Considerations

Company Values:

• Fun and engaging work atmosphere
• Innovative strategies to exceed customer expectations
• Focus on teamwork and collaboration

Work Style:

• Proactive and dynamic
• Customer-centric approach
• Team-oriented mindset

Self-Assessment Questions:

• How do you motivate a team to achieve sales targets?
• Describe a time when you turned a dissatisfied customer into a brand advocate.
• How do you prioritize tasks in a fast-paced environment?

ASSUMPTION: A candidate's alignment with company culture significantly influences team cohesion and job satisfaction.

⚠️ Potential Challenges

• Handling high-pressure situations during peak hours
• Managing diverse team dynamics
• Ensuring operational consistency
• Adapting to rapidly changing retail trends

ASSUMPTION: Effective stress management and strong leadership skills are crucial for navigating challenges.

📈 Similar Roles Comparison

• The Customer Experience Manager at Five Below may involve a wider retail scope than similar roles at smaller brands.
• Involvement in training initiatives sets this role apart from standard retail management.
• The role offers diverse daily responsibilities which can be more varied than comparable positions.

ASSUMPTION: This role provides broader exposure and opportunities compared to similar positions in different company sizes or sectors.

📝 Sample Projects

• Implementing a new customer feedback system
• Developing a training module for seasonal staff
• Leading a store-wide weekend sales event

ASSUMPTION: Projects are designed to enhance store operations and foster team development, providing learning opportunities for managers.

❓ Key Questions to Ask During Interview

• What is the company's approach to training and development?
• How does the store manage peak sale periods operationally?
• What are the growth opportunities within this role?
• How are feedback and performance evaluated here?
• What initiatives does the company take to remain a trendsetter in retail?

ASSUMPTION: Such questions reflect candidate interest in career development and operational excellence within the company framework.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare a resume highlighting management experience and customer service skills
• Be ready for scenario-based interviews
• Network within retail management circles to gain insights
• Verify job postings to avoid fraud via official company channels

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