Customer Experience Lead

Join to apply for the Customer Experience Lead role at Saks OFF 5TH

Saks OFF 5TH is the premier luxury off-price destination. The company operates more than 100 stores in the U.S. and Canada, and online at , offering the best names in fashion at value through its merchandise authority and seamless connection between ecommerce and stores.

Under the direction of the Assistant Store Director of Customer Experience, the Customer Experience Lead supports the execution of front-of-house priorities within the store. In partnership with leadership, they maintain selling floor service and merchandising standards to drive sales and customer experience. The Customer Experience Lead holds direct associate reports accountable using Connected Coaching to ensure 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 operate with urgency in managing the customer line
• Greet customers at the line, direct them to the appropriate register, and call for additional Associate/Manager backup as needed
• Follow directives and corporate guidelines to keep the area neat, stocked to standard, and ensure merchandise movement meets fast-to-floor expectations
• Train and coach associates to follow fast-to-floor return processes to keep merchandise available for sale
• 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 reinforce Connected Service behaviors during peak traffic
• Utilize walkie talkie guidelines for flexible coverage to support customer needs
• Assist in resolving customer concerns or escalate to appropriate management for in-the-moment resolution

• Aspiring leader who educates, drives results, and maintains high standards
• Builds morale, shares wins, and encourages open dialogue within the team
• Energetic sales professional who adapts to change and delivers exceptional results with minimal guidance
• Creative thinker who contributes diverse problem-solving approaches
• 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 proven track record supervising a selling workforce
• Ability to drive sales and service, build 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

• Be part of an empowered, innovative team with a customer-centric mindset
• Exposure to rewarding career advancement opportunities across corporate offices, retail stores, photo studios, and distribution centers
• A culture that promotes a flexible work environment
• Benefits package for eligible full-time employees (medical, dental, vision, etc.)
• Employee discount and other perks

Salary and other compensation:
The starting hourly rate for this position is between $19.00-$22.75 per hour. Commissions may be available in accordance with the company plan. Benefits include medical, dental, vision, 401(k), life and disability insurance, and other voluntary benefits as applicable.

Saks OFF 5TH provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability or genetics. The company complies with applicable state and local nondiscrimination laws. Accommodations are available upon request for the assessment or selection process.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment. This policy is subject to applicable laws.

• Mid-Senior level

• Full-time

• Other

• Retail Apparel and Fashion