Customer Experience Lead

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 the 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 Lead will hold direct associate reports accountable using Connected Coaching to ensure all selling‑floor associates drive the appropriate key performance indicators and serve as strong brand ambassadors. Primary Job Functions Ensure cashiering team is in the right place at the right time and manage the customer line with a sense of urgency. Ensure line leader greets and directs customers to the appropriate register and calls for additional Associate/Manager backup as needed. Follow all directives and corporate guidelines, including maintaining a neat, clean area with necessary supplies and ensuring merchandise movement meets fast‑to‑floor expectations. Teach, coach, and train associates to follow fast‑to‑floor return processes so 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 absent to reinforce customer‑experience behaviors during peak periods. Leverage and train on walkie‑talkie expectations for flexible coverage to support customer needs. Assist in resolving customer concerns or call in the appropriate level of Management for resolution. Who Are You Aspiring leader who can educate, drive results, and maintain high standards. Builds morale and spirit within the team, shares wins and successes, and encourages open dialogue. Energetic sales professional who adapts easily to changes and consistently delivers exceptional results with little or no guidance. Out‑of‑the‑box thinker who shines in brainstorming sessions and generates novel ideas. Confident and professional communicator. Qualifications 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. Benefits & Career Opportunities Exposure to rewarding career advancement opportunities across corporate offices, retail stores, photo studios, and distribution centers. Flexible work environment. Benefits package for all eligible full‑time employees (medical, dental, and vision). Amazing employee discount and other perks. All associates are expected to create an inclusive environment free from harassment, discrimination, and bullying. Together, we celebrate, advocate for, and learn from our colleagues, customers, and communities to create the best environment to shop and work for all. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. #J-18808-Ljbffr