Assistant Store Director, Customer Experience, Sawgrass

Saks OFF 5TH•Sunrise, FL

47d•Onsite

About The Position

Saks OFF 5TH is the premier luxury off-price destination. In its more than 100 stores in the U.S. and Canada, and online, at SaksOFF5TH.com, the company provides the best names in fashion at an incredible value through its merchandise authority, unparalleled brand access and seamless connection between ecommerce and stores. What This Position Is All About: Assistant Store Director, Customer Experience WHO WE ARE: Saks OFF 5TH is the premier destination for luxury off-price fashion. In our approximately 100 stores in the U.S. and Canada, and online, at SaksOFF5TH.com, 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. YOU WILL BE: As the Assistant Store Director, Customer Experience & Workforce Management, you will drive a culture of exceptional service, accountability, and results. You’ll model relationship-based client interactions, lead service recovery efforts, and coach your team on delivering high-touch, personalized experiences that foster loyalty. In partnership with the Store Director, you will use business data and KPIs to inform strategic decisions, optimize workforce planning, and align talent and resources to the highest-impact areas of the business. Acting as the store’s operational lead in the Store Director’s absence, you will ensure seamless execution, operational excellence, and an elevated customer experience.

Requirements

Proven experience in a leadership role within a customer-focused retail environment
Strong ability to model, coach, and reinforce relationship-based service behaviors
Skilled in resolving escalated customer issues and leading service recovery strategies
Demonstrated strength in analyzing business data and KPIs to inform decisions and drive performance
Experience in creating strategic schedules and aligning staffing to 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
Adept at using 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 trains team on handling service recovery
Drive a client-first mindset by modeling relationship-based service
Develop and implement store level clienteling strategies to drive personalized outreach and long term customer engagement
Make decisions and addresses challenges in absence of store director ensuring smooth operations and maintaining high performance
Conduct weekly recaps and use data to inform business strategies and prioritize team actions
Use product knowledge to inform strategic business decisions and coaching
Monitor program adoption rates and coaches team on best practices
Build a culture of accountability, setting clear expectations and aligning performance with business goals
Own workforce management by creating strategic schedules and aligning staffing to business needs and traffic patterns
Leverage KPIs and business data to adjust tactics and improve future performance
Balance multiple priorities by aligning time, people and resources to the highest-impact areas
Act as de facto store leader in the Store Director’s absence, using sound judgment to maintain operations and optimal customer experience

Benefits

Opportunity to work in a dynamic fast paced environment at a company experiencing 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)
An amazing employee discount
medical insurance
dental insurance
vision insurance
401(k) retirement plan
basic life insurance
supplemental life insurance
disability insurance
a variety of additional voluntary benefits (such as critical illness, hospital and accident insurance)
A culture that promotes a flexible work environment
Benefits package for all eligible full-time employees (including medical, dental and vision)
An amazing employee discount and other exciting perks