Lead, Customer Experience

Company Overview

Saks OFF 5TH is a leading destination for luxury off‑price fashion, operating both in-store and online. We prioritize a digital‑first model focused on delivering a superior customer experience and empowering our team.

The Customer Experience Lead reports to the Assistant Store Director of Customer Experience and manages the front‑of‑house staff to ensure excellent service and merchandising standards.

• Ensure the cashiering team is positioned effectively and manages customer lines with urgency.
• Coordinate the line leader to greet customers and direct them to appropriate registers.
• Maintain store appearance, cleanliness, and inventory readiness to meet fast‑to‑floor expectations.
• Coach and train associates on fast‑to‑floor return processes.
• Drive loyalty enrollments and Connected Service behaviors, ensuring a seamless experience.
• Act as the Connected Service Coach during peak periods when the Assistant Store Director is absent.
• Leverage walkie‑talkie coverage to support customer needs.
• Resolve customer concerns and call for appropriate management support when needed.

• High school diploma (required) or 4‑year degree / relevant experience preferred.
• 1+ years of supervisory experience with comparable volume.
• Strong sales and service orientation with ability to build client relationships.
• Experience in coaching and developing associates for high performance.
• Flexibility to work evenings, weekends, and public holidays.

• Opportunity to grow within a fast‑paced, expanding luxury retailer.
• Comprehensive benefits package including medical, vision, dental, and 401(k).
• Employee discount and additional voluntary benefits (e.g., disability, life).

Salary Range: $20.31 - $25.39 per hour.

Saks Global is an equal employment opportunity employer and is committed to providing reasonable accommodations to applicants with disabilities.