Lead, Customer Experience

Lead, Customer Experience at Saks Global

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 the store leader, they maintain selling‑floor service and merchandising standards to drive sales and customer experience. The Lead holds direct associates accountable through Connected Coaching, ensuring key performance indicators are met and associates act as strong brand ambassadors.

• Manage cashiering team placement and maintain urgency in customer line management.
• Lead line greeting, direct customers to registers, and call for additional backup as needed.
• Follow corporate guidelines: keep areas neat, clean, stocked, and ensure merchandise moves meet fast‑to‑floor expectations.
• Coach associates on fast‑to‑floor return processes to keep merchandise available.
• Drive loyalty enrollments, Saks First acquisition, and Connected Service behaviors for seamless experience.
• Act as Connected Service Coach when the Assistant Store Director is absent, reinforcing behaviors during peak traffic.
• Train walkie‑talkie usage for flexible coverage.
• Resolve customer concerns or triage to management for support.

• aspirational leader, able to educate, drive results, and maintain high standards;
• energized sales professional who adapts quickly and consistently delivers outstanding results with minimal guidance;
• creative thinker, excels in brainstorming and proposing novel solutions;
• confident professional communicator.

• High School Diploma or equivalent (required). Bachelor’s degree or relevant experience preferred.
• 1+ years supervisory experience with comparable volume or proven track record of supervising a selling workforce.
• Proven ability to drive sales, establish client relationships, and perform operational tasks.
• Experience in training/ coaching associates in selling behaviors.
• Flexibility to work evenings, weekends, and public holidays.

• Full‑time employment – medical, dental, and vision insurance.
• 401(k) retirement plan, basic life, supplemental life, disability insurance.
• Employee discount and additional perks.
• Opportunities for advancement across corporate, retail, and distribution functions.

• Hourly rate: $19.00–$23.50 per hour (based on market, experience, and qualifications).
• Eligible for commissions per company plan.

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Saks OFF 5TH provides equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, national origin, age, disability, or genetics. We comply with all applicable federal, state, and local nondiscrimination laws and welcome all applicants to this position. Accommodations are available upon request during assessments or selection processes.