Senior Customer Experience Manager - E-commerce

🏢 ABOUT THE COMPANY

Five Below is a leading American discount retailer offering a wide range of products at an unbeatable price point of $5 or less. Founded in 2002 by David Schlessinger, the company has experienced rapid growth, with over 950 locations across the United States and the United Kingdom. At Five Below, we believe in creating a fun and fast-paced work environment that fosters innovation and teamwork. We are committed to delivering exceptional customer experiences by providing high-quality products and personalized services.

🎯 ROLE OVERVIEW

As a Senior Customer Experience Manager, you will play a vital role in driving customer satisfaction and loyalty across our e-commerce platform. You will report directly to the Head of Customer Experience and work closely with cross-functional teams, including digital marketing, customer service, and logistics. Your primary objective will be to design, develop, and implement strategies to enhance the overall customer journey, resulting in increased sales, improved customer retention, and enhanced brand reputation.

📋 KEY RESPONSIBILITIES

Collaborate with stakeholders to identify customer pain points and develop solutions to address them.

Develop and execute customer-centric e-commerce strategies to drive sales growth and improve customer satisfaction.

Design and implement A/B testing and experimentation methodologies to optimize customer experience.

Work closely with customer service teams to resolve customer complaints and issues.

Conduct regular analysis of customer feedback and sentiment to inform business decisions.

Stay up-to-date with industry trends, best practices, and emerging technologies to maintain Five Below's competitive edge.

✅ REQUIRED QUALIFICATIONS

8+ years of experience in customer experience management, e-commerce, or a related field.

Master's degree in Business Administration, Marketing, or a related field.

Proven track record of delivering customer experience initiatives that drive business results.

Excellent communication, project management, and analytical skills.

Experience with e-commerce platforms, digital marketing tools, and customer relationship management software.

Strong knowledge of customer journey mapping, user research, and testing methodologies.

⭐ PREFERRED QUALIFICATIONS

Experience working in the retail or e-commerce industry.

Certification in customer experience management or a related field.

Familiarity with Agile project management methodologies.

Strong networking and relationship-building skills.

💰 WHAT WE OFFER

We offer a competitive salary ranging from £50,000 to £80,000 per annum, depending on experience.

A comprehensive health insurance package, including medical, dental, and vision coverage.

A contributory pension scheme with a generous employer match.

A generous annual leave policy, including 25 days of vacation time and 8 public holidays.

A dedicated learning and development budget to support your career growth.

A flexible remote work policy, allowing you to work from home up to 3 days a week.

A collaborative and dynamic team culture that values creativity, innovation, and work-life balance.

👥 ABOUT THE TEAM

Our team is a group of highly motivated and experienced professionals who share a passion for delivering exceptional customer experiences. We foster a collaborative work environment that encourages open communication, creativity, and mutual respect. We have recently completed several successful projects, including the launch of our new e-commerce platform and the implementation of a customer feedback program.

📨 HOW TO APPLY

To apply for this exciting opportunity, please submit your resume, cover letter, and a portfolio of your work experience and customer experience initiatives. We look forward to reviewing your application and discussing this role further.

📋 Job Details

Job Type	🌐 Remote
Location	Remote, GB
Address	123 Main Street, GB-EC1Y 0SD
Salary	GBP 50,000 – 80,000 / year
Industry	General
Company	Five Below
Valid Until	2026-09-13

📨 How to Apply

Submit your updated CV and a brief cover letter to Five Below. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.