Customer Experience Lead

What This Position Is All About

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, maintaining selling floor service and merchandising standards to drive sales and customer experience.
Primary Job Functions

Ensure the cashiering team is in the right place at the right time and operates with urgency in managing the customer line.
Ensure the line leader greets and directs customers to the appropriate register and calls for additional support as needed.
Follow all directives and corporate guidelines, keeping the area neat, clean and stocked, while ensuring merchandise movement meets fast‑to‑floor expectations.
Teach and coach associates to follow fast‑to‑floor return processes so merchandise is available to sell.
Drive loyalty enrollments, SaksFirst acquisition and Connected Service behaviors for a seamless customer experience.
Act as Connected Service Coach when the Assistant Store Director is absent, reinforcing 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 in the appropriate level of management to resolve issues in the moment.
Who Are You

Aspiring leader who can educate, drive results, and maintain high standards.
Builds morale and spirit within the team, shares wins and successes, and encourages open dialogue.
Energetic sales professional who adapts to change and consistently delivers exceptional results with minimal guidance.
Creative thinker who generates novel ideas and approaches to problem solving.
Confident and professional communicator.
You Also Have

High School Diploma or equivalent (required); 4‑year degree or relevant work experience preferred.
1+ years of supervisory experience or proven track record of 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.
Benefits

Full‑time employees receive a benefits package including medical, dental, and vision coverage.
Employee discount and additional perks.
Flexible work environment.
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. In addition to federal law requirements, Saks OFF 5TH complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Saks OFF 5TH welcomes all applicants for this position. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.

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