Assistant Store Director, Customer Experience

Job Description

Saks OFF 5TH is a leading destination for luxury off‑price fashion. In our stores across the U.S. and online at , 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.

Under the direction of the Store Director, the Assistant Store Director of Customer Experience will support execution of the front‑of‑house priorities within the 4 walls. They will be responsible for maintaining selling floor service and merchandising standards (in a store with two Assistant Store Directors) to drive sales and customer experience. The Assistant Store Director will coach their direct associate reports proactively and collaboratively to ensure all selling floor associates drive the appropriate key performance indicators and are strong brand ambassadors.

• Ensure cashiering team is scheduled to maximize coverage 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, Saks First acquisition and connected service behaviors to ensure a seamless customer experience
• Act as the primary Connected Service Coach 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

• Establish positive interpersonal relationships and actively collaborate and contribute to a positive team dynamic
• Inspirational leader through both action and collaboration who acts as a coach and role model to bring out the best in their teams
• Can easily adapt to changes and can be relied upon to consistently deliver exceptional results
• Consistently generate and share original ideas, tackling both simple and complex problems

• College Associate diploma, Bachelor’s degree preferred
• 3+ years of management experience with comparable volume and/or proven track record of success managing a selling workforce and achieving results
• Proficiency in utilizing available technology including Microsoft Office (Outlook, Excel, Word, and PowerPoint)
• Proven sales track record and results‑driven approach
• Proven time‑management skills and comfortable managing multiple projects with shifting priorities
• Demonstrated ability to deliver a high standard of customer service and build exceptional customer relationships
• Thorough knowledge of the fashion industry and a passion for sharing your expertise
• Ability to act promptly in routine situations and see a clear plan of action to a positive result in the customer’s eyes
• Ability to operate equipment such as radios, POS register, ticket scanners, and sensor removers
• Flexibility to work evenings, weekends and public holidays

The salary for this position is between $58,000 and $65,000 annually. Factors that may affect starting pay within this range include market, experience and other qualifications. This position is also eligible for bonus and long‑term incentive compensation awards.

is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

The above expected salary range may have some variability based upon factors including, but not limited to, a candidate’s overall experience, qualifications, and geographic location. If you are interested in the role, we encourage you to apply and, if selected to move forward in the interview process, you will have a chance to speak with our recruitment team regarding your specific salary expectations.