Lead, Customer Experience

WHO WE ARE Saks OFF 5TH is a leading destination for luxury off‑price fashion. In our stores across the U.S. and online at SaksOFF5TH.com, we offer a compelling assortment of high‑end designers and everyday favorites at the best prices. We prioritize a digital‑first operating model focused on delivering a superior customer experience. We lead with the customer, empower our team and drive accountability within the business. We welcome creativity and embrace individuality and think that fashion is the ultimate form of self‑expression. Saks OFF 5TH is part of Saks Global’s portfolio of top luxury retail brands and real estate assets. YOU WILL BE 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. WHAT YOU WILL DO 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 of coverage to support customer need. Assist in resolving customer concerns or calling in the appropriate level of Management support to resolve in the moment. WHAT YOU WILL BRING 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 OFF 5TH Opportunity to work in a dynamic fast‑paced environment at a company experiencing growth and transformation. Exposure to rewarding career advancement opportunities across the largest multi‑brand luxury retailer from retail to distribution, to digital or corporate. Comprehensive benefits package for all eligible full‑time employees (including medical, vision and dental). An amazing employee discount. SALARY AND OTHER BENEFITS Salary Range: $20.31 - $25.39* Factors which may affect starting pay within this range may include market, experience and other qualifications of the successful candidate. Benefits Medical insurance Dental insurance Vision insurance 401(k) retirement plan Basic life insurance Supplemental life insurance Disability insurance Additional voluntary benefits (critical illness, hospital and accident insurance) Saks Global is an equal employment opportunity employer and is committed to providing reasonable accommodations to applicants with disabilities. If you are interested in applying for employment with Saks Global and would like to request special assistance or an accommodation, please contact the store. Saks.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Compensation for this role varies by geographic location. The listed range reflects multiple markets, including higher‑cost areas. Actual starting pay will be determined based on work location, experience, and other job‑related factors. Saks is a world‑renowned luxury e‑commerce destination. The company’s unique approach combines a focus on the digital customer experience with a strong connection to a network of extraordinary stores that extends that seamless experience into the real world. On its website and app, Saks offers an unparalleled selection of curated merchandise across fashion for women and men, beauty, jewelry, home décor and more. In addition to the shopping experience, customers come to Saks for inspiring editorial content, access to digital stylists, lifestyle experiences and other world‑class services. The company is currently in the midst of a dramatic expansion, driven by significant enhancements to its platforms and offerings, with the goal of becoming the preeminent destination for luxury internationally. #J-18808-Ljbffr 060 SAKS & CO LLC