Customer Experience Manager - job 2 of 5

As a Customer Experience Manager at Five Below, your main responsibilities will include training and leading staff to provide excellent customer service, overseeing front end operations, maintaining store cleanliness, and supporting the store manager in various tasks. You will ensure that all crew members are engaging positively with guests, meeting customer service score goals, and managing store merchandising to align with brand standards.

To be a successful Customer Experience Manager at Five Below, you should have a high school diploma or equivalent, with college experience preferred. You also need a minimum of two years of management experience, strong verbal and written communication skills, and the ability to maintain composure under pressure. Multi-tasking and creative thinking are essential skills you'll need to thrive in this position.

At Five Below, the work culture is rooted in our values and the belief that life is better when you’re free to let go and have fun. As a Customer Experience Manager, you’ll find an inspiring environment that encourages big ideas, passion, and creativity, allowing you to lead your team to create a WOW experience for customers while enjoying a supportive atmosphere.

In your role as a Customer Experience Manager at Five Below, you will frequently operate the cash register, manage store displays, and keep the store ready for customers. You'll also oversee the team’s performance, ensuring high standards in customer interaction, while occasionally stepping in for the Store Manager. Your hands-on involvement will contribute to store maintenance and ensure that the business runs smoothly.

Five Below offers a comprehensive benefits package that includes health coverage, financial wellness programs, and personal support services. As a Customer Experience Manager, you'll also have opportunities for professional development and career advancement within an organization that values inclusivity and creativity in its workforce.

In responding to a disgruntled customer, I would first listen to their concerns without interruption, acknowledging their feelings. Then I would thank them for bringing the issue to my attention and work to swiftly resolve it, whether by addressing their immediate concerns, offering an apology, or providing a solution that aligns with Five Below's customer service goals.

To improve customer service scores, I would implement regular training sessions focused on the B.E.S.T. experience, encourage crew members to actively engage with customers, and gather feedback to identify areas for improvement. Additionally, recognizing excellent customer interactions among staff can foster a culture of outstanding service.

In a busy retail environment, prioritizing tasks starts by assessing customer needs first while also considering store operations that need immediate attention. I would create a daily checklist based on urgency and importance, delegating appropriate tasks to crew members to ensure smooth operations and excellent customer experiences.

My management style is collaborative and motivational. I believe in empowering my team by providing them with the tools and training they need to excel, while also allowing them the freedom to express their individual creativity and ideas to enhance both customer service and store atmosphere.

I have over two years of management experience in a retail setting, where I successfully led teams to exceed customer service goals. My strong communication skills and ability to maintain energy in a fast-paced environment have consistently resulted in high customer satisfaction, making me a strong candidate for the Customer Experience Manager role at Five Below.

A store becomes a ‘WOW’ destination for customers through engaging displays, exceptional customer service, and a friendly atmosphere. As a Customer Experience Manager, creating a welcoming environment with well-trained staff who actively connect with customers will ensure they experience something unique every time they visit.

To train my team for exceptional customer service, I would start with a comprehensive onboarding program that covers our B.E.S.T. practices and emphasizes the importance of customer interaction. Regular workshops and role-playing scenarios can reinforce these principles, encouraging the team to develop their unique styles of delivering excellent service.

Balancing customer satisfaction with store performance metrics involves fostering an environment where the two are seen as interconnected. I would encourage my team to prioritize customer needs and satisfaction while showing how this positively impacts store performance metrics, creating a culture of excellence that drives success.

If I noticed a decline in customer service performance, I would analyze recent data to understand the specific areas needing improvement. From there, I would initiate focused training sessions, gather feedback from the team, and possibly consult with customers to identify pain points, ensuring we create actionable strategies for improvement.

To keep my team motivated during busy periods, I would promote a positive, energetic environment that acknowledges hard work. Offering incentives, providing consistent feedback, and celebrating achievements—whether big or small—can help keep morale high and ensure everyone feels valued during peak times.