Lead, Customer Experience

Saks • Grapevine, TX

7h • Onsite

About The Position

Saks OFF 5TH is a leading destination for luxury off-price fashion. In our stores across the U.S. 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.

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

Nice To Haves

• 4 year degree or relevant work experience preferred

Responsibilities

• Support execution of the front of house priorities within the 4 walls.
• Maintain selling floor service and merchandising standards to drive sales and customer experience.
• Hold direct associate reports accountable using Connected Coaching to ensure all selling floor associates drive the appropriate key performance indicators and are strong brand ambassadors.
• 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

• 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED