Customer Experience Lead

About the Company 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. Salary Range $20.31 - $25.39 per hour Job Summary 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. Responsibilities The Customer Experience Lead will set expectations and hold 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 operates 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 including ensuring the area is neat, clean, set to standard with necessary supplies and that all merchandise movement meets fast-to-floor expectations. Teach, coach and train associates to follow fast-to-floor return processes to ensure merchandise is available to sell. Drive loyalty enrollments, SaksFirst acquisition and Connected Service behaviors for 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 behaviors during peak traffic periods. Leverage and train walkie‑talkie expectations for coverage flexibility to support customer need. Assist in resolving customer concerns or call 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 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. 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. Your Life and Career at Saks 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 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 such as critical illness, hospital and accident insurance. Equal Employment Opportunity Statement 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 Note 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. #J-18808-Ljbffr Saks Global