Customer Experience Manager - FT

As a Customer Experience Manager at Five Below, your main responsibilities include ensuring that all crew members deliver exceptional customer service, training staff, managing front end operations, and maintaining store cleanliness. You'll also lead your team in achieving customer service score goals, recruit and develop crew members, and assume store manager duties when needed.

To become a Customer Experience Manager at Five Below, you should have a high school diploma or equivalent, with college experience preferred. A minimum of 2 years of management experience is required, along with excellent verbal and written communication skills. Additionally, creative thinking and the ability to work under pressure are essential qualifications for this role.

Five Below ensures a positive customer experience by focusing on comprehensive training for crew members on the B.E.S.T. customer service experience. The leadership team emphasizes personal contact and engagement with customers, ensuring staff is prepared to offer fast and friendly checkout experiences that meet our high standards.

A typical day for a Customer Experience Manager at Five Below includes leading the team to deliver wow-worthy customer interactions, overseeing front end merchandising, managing store operations, and ensuring the store remains clean and presentable. You’ll engage with customers, support your team, and maintain brand standards throughout the day.

As a Customer Experience Manager at Five Below, there are numerous opportunities for career growth. You can advance to higher management roles within the store or pursue corporate positions. The company values its associates and offers various training programs to help you develop your skills and reach your career aspirations.

To effectively train my team to improve customer service, I would implement a structured training program focusing on the B.E.S.T. customer service guidelines while encouraging staff to practice real-life scenarios. Role-playing exercises and feedback sessions would help refine their skills, ensuring they are equipped to engage customers enthusiastically.

In a previous role, I encountered a customer who was dissatisfied with a product. I listened to their concerns, empathized with their situation, and offered to replace the item while providing a discount on their next purchase. This not only resolved the issue but also left the customer feeling valued and appreciated.

To meet customer service score goals, I would regularly review team performance metrics, provide constructive feedback, and celebrate successes. Encouraging a team culture where every crew member understands the importance of customer satisfaction would be vital, along with setting clear, attainable goals.

During busy shopping periods, I prioritize clear communication with my team, delegating responsibilities effectively while remaining focused and calm. I ensure everyone stays motivated and engaged, ready to tackle challenges together, which contributes to maintaining excellent customer service even during peak times.

To motivate my team, I share the company vision and values, highlighting the positive impact of their work on customers' experiences. I encourage open dialogue, recognize individual achievements, and foster a fun and collaborative environment that makes everyone feel important and valued.

In my previous role, I noticed inefficiencies at the checkout stations. I reorganized the layout to streamline the process and trained staff on how to reduce wait times. This was met with positive feedback from customers and a noticeable improvement in our checkout speeds.

Excellent customer service means creating an experience where customers feel valued, respected, and heard. It involves being proactive in meeting their needs, effectively resolving issues as they arise, and fostering an environment where they genuinely enjoy shopping.

To ensure effective communication among the store team, I would implement regular team meetings and open channels for feedback. I believe in using technology for updates and reminders, making it easy for everyone to stay informed about store operations and any changes.

The biggest challenge for a Customer Experience Manager is balancing operational efficiency with exceptional customer service. It's important to ensure the team is equipped to meet customer demands while maintaining the core values and culture that define the brand.

I define success as consistently exceeding customer expectations, fostering a motivated team, and achieving our service score goals. Creating a positive store environment where customers enjoy their experience and staff feel engaged and valued is a key indicator of success for me.