Lead, Customer Experience

Overview

Under the direction of the Assistant Store Director of Customer Experience, the Customer Experience Lead will support the execution of the front‑of‑house priorities within the 4 walls.

In partnership with their leader, they will maintain selling floor service and merchandising standards to drive sales and customer experience.

The role holds direct associate reports accountable using Connected Coaching to ensure all selling floor associates’ key performance indicators align with strong brand ambassador duties.

• Ensure the cashiering team is in the right place at the right time, operating with urgency while managing the customer line.
• Have the line leader greet and direct customers to the appropriate register and call for additional associate/manager backup as needed.
• Follow all corporate directives and guidelines, ensuring the area is neat, clean, stocked, and that merchandise movement meets fast‑to‑floor expectations.
• Teach, coach and train associates to follow the fast‑to‑floor return processes to keep merchandise ready 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 Connected Service behaviors during peak traffic periods.
• Leverage and train walkie‑talkie expectations for flexible coverage to support customer needs.
• Assist in resolving customer concerns or call the appropriate level of Management support to resolve them in the moment.

Desired qualifications include:

• High school diploma or equivalent (4‑year degree or relevant work experience preferred).
• 1+ year of supervisory experience managing a selling workforce with results, or a proven track record of supervising a comparable volume.
• Ability to drive sales and service, establish and maintain client relationships, and complete operational tasks.
• Skills to train and coach associates on selling behaviors for high performance.
• Flexibility to work evenings, weekends, and public holidays.
• Energetic sales professional who adapts to change and delivers exceptional results with minimal guidance.
• Out‑of‑the‑box thinker who contributes novel ideas to problem solving.
• Confident and professional communicator.
• Strong leader who educates, motivates, and maintains high standards.

Joining Saks OFF 5TH offers:

• Exposure to rewarding career advancement opportunities across various functions within corporate offices, retail stores, photo studios, and distribution centers.
• A flexible work environment culture that promotes a customer‑centric mindset.
• Comprehensive benefits package for all eligible full‑time employees, including medical, dental, and vision.
• An amazing employee discount and additional perks.
• Opportunities to play a key role in decision‑making that positions the team for success.

Saks OFF 5TH provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. The company complies with all applicable state and local nondiscrimination laws. All terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation and training, are governed by these policies.

Saks OFF 5TH welcomes all applicants for this position. Accommodations are available upon request during the assessment or selection process.