Customer Experience Lead

WHO WE ARE

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.

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.

• 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 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 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.

• Aspiring leader who can educate, drive results, and maintain high standards.
• Builds morale and spirit within your team, shares wins and successes, and encourages or contributes to open dialogue.
• Energetic sales professional who can easily adapt to changes and can be relied upon to 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.

• 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.

• 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.

The hourly rate for this position is between $23.35 and $29.20 per hour. Factors which may affect starting pay within this range may include market, experience and other qualifications of the successful candidate.

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