Assistant Store Director, Customer Experience

Saks•Grapevine, TX

21h•Onsite

About The Position

The Assistant Store Director, Customer Experience & Workforce Management drives exceptional service, accountability, and business results at Saks OFF 5TH. In partnership with the Store Director, this role models relationship-based client interactions, leads service recovery, and coaches the team to deliver personalized experiences that foster loyalty. The position uses business data and KPIs to inform decisions, optimize workforce planning, and direct talent and resources to high-impact areas. In the Store Director’s absence, the Assistant Store Director acts as the store’s operational lead, ensuring seamless operations and an elevated customer experience. Saks OFF 5TH is an off-price luxury fashion retailer with 12 stores and is part of Exemplar Luxury Group. The role offers career advancement opportunities across retail, distribution, digital, and corporate functions. Compensation varies by location, experience, and other job-related factors.

Requirements

Proven leadership experience in a customer-focused retail environment.
Ability to model, coach, and reinforce relationship-based service behaviors.
Skill in resolving escalated customer issues and leading service recovery strategies.
Experience analyzing business data and KPIs to inform decisions and drive performance.
Experience creating strategic schedules and aligning staffing with business needs and traffic trends.
Ability to lead through change, balance competing priorities, and independently manage operations when needed.
Excellent communication, coaching, and team-development skills.
Ability to use product and program knowledge to influence customer experience and sales outcomes.
Flexibility to work evenings, weekends, and public holidays.

Responsibilities

Model and reinforce service behaviors that create exceptional customer experiences and foster loyalty.
Lead resolution of escalated customer issues and train the team on service recovery.
Model relationship-based service and promote a client-first mindset.
Develop and implement store-level clienteling strategies for personalized outreach and long-term customer engagement.
Make decisions and address challenges in the Store Director’s absence to maintain smooth operations and strong performance.
Conduct weekly recaps and use data to inform business strategies and prioritize team actions.
Use product knowledge to inform business decisions and coaching.
Monitor program adoption rates and coach the team on best practices.
Set clear expectations, build accountability, and align performance with business goals.
Create strategic schedules and align staffing with business needs and traffic patterns.
Use KPIs and business data to adjust tactics and improve future performance.
Balance priorities by directing time, people, and resources to high-impact areas.
Act as the de facto store leader in the Store Director’s absence, using sound judgment to maintain operations and customer experience.

Benefits

Medical insurance
Dental insurance
Vision insurance
401(k) retirement plan
Basic life insurance
Supplemental life insurance
Disability insurance
Additional voluntary benefits, such as critical illness, hospital, and accident insurance
Employee discount
Career advancement opportunities