Customer Experience Lead

Saks OFF 5TH is the premier luxury off-price destination. In its more than 100 stores in the U.S. and Canada, and online, at SaksOFF5TH.com, the company provides the best names in fashion at an incredible value through its merchandise authority, unparalleled 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 execution of the front of house priorities within the 4 walls. In partnership with their leader, they will be responsible for maintaining selling floor service and merchandising standards to drive sales and customer experience. The Customer Experience Lead will hold their direct associate reports accountable using Connected Coaching to ensure all 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 backup as needed. Follow all directives and corporate guidelines set forth, 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 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 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 or contribute to open dialogue. Energetic sales professional who can easily adapt to changes and can be relied upon to consistently deliver exceptional results with little to no guidance. An out‑of‑the‑box thinker who shines in brainstorming sessions and generates a variety of approaches to problem solving, including novel ideas. 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 successfully 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 OFF5TH 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. Saks OFF5TH 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 OFF5TH 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 OFF5TH 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 used. #J-18808-Ljbffr 060 - Saks & Company LLC