Manager, Customer Experience

Customer Experience Manager

Saks Fifth Avenue is a leading destination for luxury fashion, driven by a mission to help customers express themselves through relevant and inspiring style. Since its inception in 1924, the company has delivered one-of-a-kind shopping experiences, featuring an expertly curated assortment of fashion and highly personalized customer service. Its unique approach combines an emphasis on the digital customer experience with a strong connection to a network of 33 extraordinary locations across North America for seamless, all-channel shopping. Saks Fifth Avenue is part of Saks Global's portfolio of top luxury retail brands and real estate assets.

As the Customer Experience Manager, you'll enable relationship selling and client retention and activation strategies in partnership with your store team. You'll strengthen the brand by leading all branding and marketing activities at the store level including event planning and community engagement. You will work on-site, at your assigned store, and you will report to the store General Manager.

A Creative & Commercial Thinker: You possess the unique ability to design beautiful, engaging brand experiences while maintaining a laser focus on selling KPIs and financial returns.

An Operational Maestro: You thrive in fast-paced environments, managing multiple overlapping project timelines, budgets, and cross-functional communications with exceptional attention to detail.

A Natural Connector: You excel at building long-term, mutually beneficial relationships with local philanthropic organizations, corporate partners, media, and internal stakeholders.

A Collaborative Leader: You are a dedicated team player who believes in a "win together" philosophy, guiding and developing direct reports to reach their full potential.

Develop detailed action plans for events applicable to stores and manage execution in partnership with Selling Managers, Group Managers, Corporate Special Events, Client Development, and Senior Store Leadership.

Manage the scheduling, budgeting, internal and external communications, planning, production, breakdown, wrap up, and reporting of each event.

Plan seasonal events calendar across Market / Metroplex in collaboration with Corporate Brand Experience, Merchants, Communications, Marketing, Creative, and brand partners.

Partner with Regional Director to create seasonal strategies to support business.

Develop community relationships with philanthropic organizations, social groups, and corporate partnerships.

Generate excitement around the Brand by creating inviting and compelling activations and events; balance this with a commercial mindset to help events generate both short- and long-term ROIs with clear selling goals and appropriate Associate follow up.

Cultivate relationships with all client segments within the store/market.

Engage directly with clients, as appropriate, in support of client development efforts.

Monitors Client Relationship KPIs (e.g., trips frequency, spending tier migration, engagement/building relationships) for new and existing MVC customers.

Drives all Client Relationship-specific initiatives in Store or Market in partnership with GM and Store Leadership team.

Identify opportunities to deepen relationships with top clients for Private Client Relations (PCR) programs and experiences.

Serve as a strategic business partner to the General Manager and DSEs owning overall store MVC health, working collaboratively to achieve and exceed MVC & store targets.

Surfaces Top Client Liabilities to GM and develops strategy to anniversary large ticket sales from LY in partnership with key associates and store leaders.

Monitor and analyze weekly store and divisional customer performance (sales, count, trips, $/Customer) and inform real-time strategy adjustments.

Oversight and ownership of client relationship initiative results and execution.

4+ years of relevant experience

History of building, leading, motivating, and coaching teams

Ability to synthesize data to determine relevant actions

Experience presenting at the executive level

Proficiency with necessary tools including but not limited to social media, Google Suite, Tableau, and CONNECT

Experience with InDesign

Certain roles may require standing, bending, climbing stairs, and lifting and carrying up to 10 pounds

Associates will work a flexible schedule based on business need, which will include evenings, weekends, and holidays

Travel may be required

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