Customer Experience Lead

Saks•Anaheim, CA

21h•Onsite

About The Position

Saks OFF 5TH is a leading destination for luxury off-price fashion, operating stores across the U.S. and online at SaksOFF5TH.com. The company prioritizes a digital-first operating model focused on delivering a superior customer experience, leading with the customer, empowering its team, and driving accountability. Saks OFF 5TH is part of Saks Global’s portfolio of top luxury retail brands and real estate assets. Under the direction of the Assistant Store Director of Customer Experience, the Customer Experience Lead will support the execution of front-of-house priorities within the store. 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
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
Aspiring leader who can educate, drive results, and maintain high standards
Build morale and spirit within your team, share wins and successes, and encourage or contribute to open dialogue
Energetic sales professional who can easily adapt to changes and can be relied upon to consistently deliver exceptional results with little to no guidance
An out of the box thinker who shines in brainstorming sessions and generates a variety of approaches to problem solving including novel ideas
Confident and professional communicator

Nice To Haves

4 year degree or relevant work experience preferred

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

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)