Lead Customer Experience

Overview Saks OFF 5TH is the premier luxury off-price destination. With more than 100 stores in the U.S. and Canada, and online at SaksOFF5TH.com, the company delivers fashion names at value through its merchandise authority, brand access and seamless connection between ecommerce and stores. What this position is all about Under the direction of the Assistant Store Director of Customer Experience, the Customer Experience Lead will support the execution of front-of-house priorities within the store. In partnership with their leader, they will maintain selling floor service and merchandising standards to drive sales and customer experience. The Customer Experience Lead will hold direct associate reports accountable using Connected Coaching to ensure selling floor associates drive the appropriate key performance indicators and are strong brand ambassadors. Primary Job Functions Ensure cashiering team is in the right place at the right time and operate with a sense of urgency in managing the customer line Ensure line leader is greeting and directing customers to the appropriate register and calling for additional Associate/Manager back up as needed Follow all directives and corporate guidelines including ensuring the area is neat, clean, set to standard with the necessary supplies and that all merchandise movement meets the fast-to-floor expectations Teach, coach and train associates to follow the fast-to-floor return processes to ensure merchandise is available to sell Drive SaksFirst loyalty enrollments, SaksFirst acquisition and Connected Service behaviors to ensure a seamless customer experience Act as the Connected Service Coach when the Assistant Store Director is not in the store to drive customer experience and reinforce the Connected Service behaviors during designated peak traffic periods Leverage and train walkie-talkie expectations for flex of coverage to support customer needs Assist in resolving customer concerns or calling in the appropriate level of Management support to resolve in the moment Who Are You Aspiring leader who can educate, drive results, and maintain high standards You build morale and spirit within your team, share wins and successes, and encourage open dialogue Energetic sales professional who can adapt to changes and consistently deliver exceptional results with little to no guidance An out-of-the-box thinker who shines in brainstorming sessions and generates varied approaches to problem solving Confident and professional communicator You Also Have High School Diploma or equivalent required; 4-year degree or relevant work experience preferred 1+ years of supervisory experience with comparable volume or a proven track record of supervising a selling workforce and achieving results Ability to drive sales and service, establish and maintain client relationships, and complete operational tasks Ability to train and coach associates on selling behaviors to ensure high performance Flexibility to work evenings, weekends and public holidays Your Life And Career At Saks OFF 5TH Be part of an empowered, innovative team; work with an adventurous spirit and a customer-centric mindset; play a critical role in making decisions that will position us to win Exposure to rewarding career advancement opportunities across different functions within our corporate offices, retail stores, photo studios, and distribution centers A culture that promotes a flexible work environment Benefits package for all eligible full-time employees (including medical, dental and vision) An amazing employee discount and other exciting perks Equal Employment Opportunity Saks OFF 5TH provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Saks OFF 5TH complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Saks OFF 5TH welcomes all applicants for this position. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used. Job Details Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: Retail Apparel and Fashion #J-18808-Ljbffr Saks OFF 5TH