Customer Experience Lead
About The Position
Under the direction of the Assistant Store Director of Customer Experience, the Customer Experience Lead will support execution of the front of house priorities within the 4 walls. In partnership with their leader, they will be responsible for maintaining selling floor service and merchandising standards to drive sales and customer experience. The Customer Experience Lead will hold their direct associate reports accountable using Connected Coaching to ensure all selling floor associates drive the appropriate key performance indicators and are strong brand ambassadors.
Requirements
- High School Diploma or equivalent required; 4 year degree or relevant work experience preferred
- 1+ years of supervisory experience with comparable volume or a proven track record of successfully 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
Responsibilities
- Ensure cashiering team is in the right place at the right time and operate with a sense of urgency in managing the customer line
- Ensure line leader is greeting and directing customers to the appropriate register and calling for additional Associate/Manager back up as needed
- Follow all directives and corporate guidelines set forth including ensuring the area is neat, clean, set to standard with the necessary supplies and that all merchandise movement meets the fast to floor expectations
- Teach coach and train associates to follow the fast to floor return processes to ensure merchandise is available to sell
- Drive loyalty enrollments, SaksFirst acquisition and Connected Service behaviors to ensure a seamless customer experience
- Act as the Connected Service Coach when the Assistant Store Director is not in the store to drive customer experience and reinforce the Connected Service behaviors during designated peak traffic periods
- Leverage and train walkie talkie expectations for flex of coverage to support customer need
- Assist in resolving customer concerns or calling in the appropriate level of Management support to resolve in the moment
Benefits
- Exposure to rewarding career advancement opportunities across different functions within our corporate offices, retail stores, photo studios, and distribution centers
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Clothing, Clothing Accessories, Shoe, and Jewelry Retailers
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
