Customer Experience Lead

About Saks OFF 5TH

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.

Salary Range $20.31 - $25.39*

Under the direction of the Assistant Store Director of Customer Experience, the Customer Experience Lead will support execution of front‑of‑house priorities within the 4 walls, maintain selling‑floor service and merchandising standards, and hold direct associates accountable through Connected Coaching to ensure key performance indicators are met.

• 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 greets and directs customers to the appropriate register and calls for additional Associates/Managers as needed.
• Follow all directives and corporate guidelines, maintaining a neat, clean, and stocked area with fast‑to‑floor merchandise movement.
• Teach and coach associates to follow 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 absent to reinforce service behaviors during peak traffic periods.
• Utilize walkie‑talkie expectations for flexible coverage to support customer needs.
• Assist in resolving customer concerns or call appropriate management for immediate resolution.

• Aspiring leader who can educate, drive results, and maintain high standards.
• Builds morale and spirit within the team, shares wins, and encourages open dialogue.
• Energetic sales professional who adapts quickly and consistently delivers exceptional results with minimal guidance.
• Out‑of‑the‑box thinker who thrives in brainstorming sessions and generates innovative 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 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 during a period of 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).
• Employee discount.

Factors which may affect starting pay within this range may include market, experience, and other qualifications of the successful candidate. Compensation for this role varies by geographic location. The listed range reflects multiple markets, including higher‑cost areas. Actual starting pay will be determined based on work location, experience, and other job‑related factors.

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Basic life insurance
• Supplemental life insurance
• Disability insurance
• Additional voluntary benefits (e.g., critical illness, hospital, and accident insurance)

Saks Global is an equal employment opportunity employer and is committed to providing reasonable accommodations to applicants with disabilities. If you are interested in applying for employment with Saks Global and would like to request special assistance or an accommodation, please contact a recruiter.