Assistant Store Director, Customer Experience
About The Position
The Assistant Store Director, Customer Experience & Workforce Management drives a culture of exceptional service, accountability, and results. The role models relationship-based client interactions, leads service recovery, and coaches the team to deliver high-touch, personalized experiences that foster customer loyalty. In partnership with the Store Director, the position uses business data and KPIs to inform strategic decisions, optimize workforce planning, and align talent and resources with high-impact business needs. The Assistant Store Director serves as the operational lead in the Store Director’s absence, ensuring smooth store execution, operational excellence, and an elevated customer experience. Saks OFF 5TH is a luxury off-price retailer with stores in the U.S. and Canada and an online store. It is part of Saks Global’s portfolio of luxury retail brands and real estate assets.
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.
- Demonstrated ability to analyze 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 manage operations independently 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 in service recovery.
- Model relationship-based service and 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 performance.
- Conduct weekly business recaps and use data to inform strategies and prioritize team actions.
- Use product knowledge to inform business decisions and coaching.
- Monitor program adoption and coach the team on best practices.
- Build accountability by setting clear expectations and aligning 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.
- Align time, people, and resources with the highest-impact priorities.
- Act as the store’s de facto leader in the Store Director’s absence, maintaining operations and the customer experience.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) retirement plan
- Basic life insurance
- Supplemental life insurance
- Disability insurance
- Additional voluntary benefits, including critical illness, hospital, and accident insurance
- Employee discount
- Career advancement opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
