Customer Experience Managers

As a Customer Experience Manager at Five Below, your primary responsibilities revolve around ensuring that every customer has an exceptional shopping experience. You'll lead your team to continuously exceed customer service score goals, train crew members on the B.E.S.T. customer service practices, and oversee front-end operations. Maintaining the store's cleanliness and readiness for customers, as well as stepping into the Store Manager's shoes in their absence, are crucial aspects of the role.

To apply for the Customer Experience Manager position at Five Below, you should have a high school diploma or equivalent, and college experience is preferred. A minimum of 2 years of management experience is required, along with excellent verbal and written communication skills. Ideal candidates will also display strong multi-tasking capabilities and creative thinking, along with the ability to maintain composure under pressure.

At Five Below, we believe in nurturing talent and providing opportunities for growth. As a Customer Experience Manager, you'll not only guide your team but also have the chance to develop your own skills. Regular training, coaching, and mentorship programs are available, and successful managers often have the opportunity to advance into higher management roles, reflecting the company's commitment to internal mobility.

The work environment at Five Below is dynamic and friendly, encouraging creativity and collaboration. As a Customer Experience Manager, you'll lead a team that focuses on fun, engaging customer interactions while maintaining excellent store standards. The company fosters a culture where associates can express themselves and contribute ideas, creating a positive and motivating workplace Iike no other.

Essential job functions for a Customer Experience Manager at Five Below include frequently operating cash registers, managing front-end merchandising, overseeing store cleanliness, and performing store maintenance. You'll also need to communicate effectively with customers and crew members, providing exceptional service while fulfilling various managerial duties and ensuring adherence to company standards.

Prioritizing customer service involves creating a culture where exceptional service is the norm. I emphasize training my team on the importance of making every interaction count, ensuring they understand customer needs and are equipped to provide meaningful solutions.

In past experiences, I approach difficult customer situations by actively listening to their concerns, empathizing with their feelings, and working together to find a solution. This helps de-escalate tension and turn a negative experience into a positive one for both the customer and the team.

I believe motivation comes from recognizing achievements, providing growth opportunities, and fostering an environment of fun. Regular team meetings to celebrate successes and open discussions about goals help keep everyone engaged and excited about their roles.

When implementing a new policy, I start by communicating the reasons behind the change and the benefits it brings. I involve my team in discussions, addressing their questions and concerns, which promotes buy-in and eases the transition for everyone involved.

I utilize various metrics, including customer feedback surveys and service score trackers. Additionally, observing team interactions with customers provides insights into areas of strength and areas needing improvement, allowing us to adapt quickly.

I ensure my store meets brand standards by conducting regular audits and aligning team duties with those minimum expectations. Ongoing training and open communication help everyone understand their roles in upholding store standards.

Addressing team conflicts requires an open-minded and fair approach. I facilitate a discussion between team members involved, encouraging them to express their viewpoints and collaboratively find a resolution, aiming for a stronger team dynamic in the end.

My approach to inventory management includes accurate record-keeping, regular inventory audits, and team training on the importance of stock organization. Effective communication often leads to identifying discrepancies early and rectifies issues promptly.

In fast-paced environments, I prioritize planning and flexibility. By creating clear daily objectives and keeping open lines of communication with my team, everyone knows what’s needed while being prepared to adjust plans as necessary.

Creativity is vital in customer experience management, as it allows us to find innovative solutions to challenges and enhance the shopping environment. Whether it be visual merchandising or brainstorming engaging promotional events, creative thinking keeps our brand fresh and exciting.