Remote Customer Experience Manager – Champion of Delightful Service & Team Leadership for Fast‑Growing Retail Brand
About Workwarp & Five Below: A Culture of Fun, Freedom, and Unstoppable Growth
At Workwarp, we power the retail success of one of the fastest‑growing value‑focused brands in the United States – Five Below. Founded in 2002 and headquartered in Philadelphia, Pennsylvania, Five Below has more than 1,400 stores across 43 states, delivering an exciting mix of tech, creativity, play, candy, style, and more to a vibrant community of teens, tweens, and the young at heart. Our purpose is simple yet profound: “Life is way better when you’re free to Let Go & Have Fun.” This purpose fuels an energetic, inclusive, and high‑energy environment where every associate is empowered to inspire and be inspired.
We are proud of the Five Below Way – a set of core values and behaviors that guide everything we do, from store design to customer interaction. As we continue our rapid expansion, we need visionary leaders who can translate that culture into unforgettable customer experiences, even from the comfort of their own homes. That’s where you come in.
Why This Role Is a Game‑Changer
As a Remote Customer Experience Manager, you will be the strategic champion of our brand’s promise to deliver fast, friendly, and fun service at every touchpoint. Your leadership will directly influence how our associates engage with shoppers, how we maintain brand standards across the front‑end experience, and ultimately how we drive loyalty and sales growth. This is not a desk‑only job – you will partner closely with store managers, district leaders, and cross‑functional teams to shape policies, train teams, and champion best‑in‑class service.
Key Responsibilities – Your Mission, Should You Choose to Accept It
- Customer Delight Leadership: Coach, mentor, and develop store crews to consistently deliver the B.E.S.T. (fast, friendly, efficient, and personalized) customer service experience.
- Performance Management: Analyze customer service scorecards, set ambitious targets, and drive continuous improvement to exceed district‑wide goals.
- Front‑End Operations Oversight: Ensure front‑end merchandising (candy, soda, snacks, and impulse items) meets or exceeds brand visual standards, and that equipment (POS systems, displays, and self‑checkout stations) operates flawlessly.
- Training & Development: Design and deliver remote training modules, live webinars, and on‑the‑job shadowing programs that empower associates to handle high‑volume traffic with confidence.
- Store Readiness & Recovery: Collaborate with store leadership on opening/closing procedures, cleanliness standards, and rapid issue resolution to keep stores “ready for customers” at all times.
- Cross‑Functional Partnership: Work hand‑in‑hand with merchandising, visual, and loss‑prevention teams to align store layouts with promotional calendars and seasonal campaigns.
- Talent Acquisition & Retention: Partner with store managers to recruit top‑tier talent, conduct interviews, and build a pipeline of future leaders.
- Data‑Driven Decision Making: Leverage customer feedback, sales analytics, and operational metrics to refine processes and recommend strategic initiatives.
- Emergency & Substitute Management: Step in to perform store manager duties whenever needed, ensuring uninterrupted leadership presence.
- Compliance & Communication: Review corporate communications, policy updates, and brand guidelines; ensure timely dissemination and adherence across all stores under your purview.
Essential Qualifications – The Foundations of Success
- Education: High school diploma or equivalent; college coursework or a degree is preferred.
- Management Experience: Minimum of 2 years of proven supervisory or managerial experience in a fast‑paced retail environment.
- Communication Skills: Exceptional verbal and written abilities; adept at delivering clear, motivating messages to diverse audiences.
- Multi‑Tasking & Prioritization: Demonstrated capacity to juggle competing priorities while maintaining composure under pressure.
- Creative Problem Solving: Ability to think on your feet, devise innovative solutions, and empower teams to execute them.
- Physical Requirements (Remote Context): Comfortable using a computer for extended periods, and able to demonstrate store‑floor processes via video during training sessions.
Preferred Qualifications – What Sets You Apart
- Associate or Bachelor’s degree in Business Administration, Retail Management, or a related field.
- Experience managing remote or geographically dispersed teams.
- Familiarity with Five Below’s brand culture, product categories, and customer demographics.
- Proficiency with retail technology platforms (POS, workforce scheduling, CRM tools).
- Track record of achieving measurable improvements in customer satisfaction scores or Net Promoter Score (NPS).
Core Skills & Competencies – The Toolbox You’ll Bring
- Leadership Presence: Inspire confidence, model the “Five Below Way,” and cultivate a high‑energy, inclusive atmosphere.
- Analytical Acumen: Interpret data dashboards, extract insights, and translate them into actionable plans.
- Coaching Mindset: Deliver constructive feedback, recognize achievements, and create individualized development pathways.
- Customer‑Centric Focus: Anticipate shopper needs, resolve issues swiftly, and turn each interaction into a memorable moment.
- Operational Excellence: Master scheduling, inventory flow, visual merchandising standards, and loss‑prevention protocols.
- Tech Savvy: Comfortable navigating video‑conference tools, learning management systems, and cloud‑based collaboration suites.
- Adaptability: Thrive in a dynamic environment where priorities shift with seasonal campaigns and market trends.
Career Growth & Learning Opportunities – Your Path Forward
At Workwarp, we view every role as a stepping stone toward greater responsibility. As a Remote Customer Experience Manager, you will:
- Gain exposure to corporate strategy and district‑level decision making.
- Build a robust network across store leadership, merchandising, and corporate functions.
- Access ongoing professional development courses in leadership, analytics, and retail innovation.
- Become eligible for accelerated promotion paths to District Manager, Regional Operations Leader, or even Corporate Customer Experience Director.
Our commitment to internal mobility means your ambition is matched by tangible pathways for advancement.
Work Environment & Company Culture – What It’s Like to Be Part of the Team
Even though you’ll work from home, you’ll be an integral member of a vibrant, collaborative community. Here’s what you can expect:
- Flexibility: A fully remote schedule that respects work‑life balance while still aligning with store operating hours.
- Virtual Connection: Regular video huddles, virtual coffee chats, and an internal social platform that fosters camaraderie.
- Fun‑Focused Ethos: Participation in brand‑wide contests, “Let‑Go & Have Fun” challenges, and recognition programs that celebrate creativity.
- Diversity & Inclusion: A workplace where every voice matters, with employee resource groups and inclusive hiring practices.
- Supportive Leadership: Direct access to senior executives who champion employee growth and champion the brand’s mission.
Compensation, Perks & Benefits – What We Offer
We recognize that competitive pay and generous benefits are essential to attract top talent. While exact figures may vary based on experience, you can anticipate:
- Competitive Hourly Wage: Ranging from $19.50 to $21.00 per hour, with opportunities for performance‑based increases.
- Bonus & Incentive Programs: Quarterly and annual bonuses tied to customer satisfaction metrics, sales performance, and team development milestones.
- Comprehensive Benefits Package: Health, dental, and vision insurance; 401(k) retirement plan with company match; paid time off; and employee assistance programs.
- Professional Development Stipend: Annual budget for courses, certifications, or conferences that enhance your skill set.
- Employee Discount: Access to exclusive Five Below merchandise at discounted rates.
- Remote Work Essentials: Reimbursement for home office equipment, high‑speed internet, and ergonomic accessories.
Application Process – Take the First Step Toward an Exciting Future
If you are passionate about delivering exceptional experiences, thrive in a fast‑moving retail environment, and want to grow your career while working from anywhere, we want to hear from you. Follow these steps to apply:
- Click the Apply To This Job button.
- Submit your resume, a cover letter highlighting your leadership achievements, and any relevant certifications.
- Complete the brief online questionnaire to help us understand your fit for the role.
- Our recruiting team will review your submission and reach out within 5 business days to schedule a virtual interview.
Closing Note – Join a Team That Celebrates Energy, Innovation, and Fun
At Workwarp and Five Below, we don’t just sell products—we create moments of joy and surprise that resonate with millions of shoppers across the nation. As our Remote Customer Experience Manager, you will be at the heart of that mission, empowering associates to turn every transaction into a memorable experience. Seize this opportunity, bring your passion for people and performance, and help us shape the future of value retail.
Apply today and start your journey toward a rewarding, dynamic, and fun‑filled career!
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