Customer Experience Manager
About The Position
Saks.com is a world-renowned luxury ecommerce destination. The company’s unique approach combines a focus on the digital customer experience with a strong connection to a network of extraordinary stores that extends that seamless experience into the real world. On its website and app, Saks offers an unparalleled selection of curated merchandise across fashion for women and men, beauty, jewelry, home décor and more. In addition to the shopping experience, customers come to Saks for inspiring editorial content, access to digital stylists, lifestyle experiences and other world-class services. The company is currently in the midst of a dramatic expansion, driven by significant enhancements to its platforms and offerings, with the goal of becoming the preeminent destination for luxury internationally. Saks.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Requirements
- Innate passion for luxury hospitality.
- Track record of exceeding guest expectations.
- Possess an innate sense of "Saks Style"—polished, confident, and impeccably professional.
- Passion for mentoring.
- Ideally bi/multi-lingual, with a deep appreciation for global luxury trends, brand heritage, and the expectations of a high-net-worth clientele.
- Thrive in the "gray areas."
- Customer Obsessed Mindset.
- 3–5 years of retail management experience, preferably within luxury retail, premium hospitality, or high-end consumer services.
- Unwavering positive energy and the ability to remain composed and charismatic under the pressure of a fast-paced luxury environment.
- Ability to quickly problem solve client concerns and determine solutions with limited supervision.
- Available to work a flexible schedule that includes nights, weekends, and holidays.
- Ability to interact professionally and respectfully.
- Proficiency in digital check-in systems and clienteling software to track engagement and loyalty metrics.
Nice To Haves
- Deep appreciation for global luxury trends, brand heritage, and the expectations of a high-net-worth clientele.
Responsibilities
- Prioritize with a "bird’s-eye view," anticipating bottlenecks in service before they occur.
- Coach a team in the nuances of luxury etiquette and non-verbal communication.
- Solve complex client requests with creativity, discretion, and autonomy.
- Read the room, adapt communication style instantly to high-net-worth clients, and de-escalate high-pressure situations effortlessly.
- Provide a seamless and elevated experience for clients.
- Quickly problem solve client concerns and determine solutions with limited supervision.
- Interact professionally and respectfully.
- Utilize digital check-in systems and clienteling software to track engagement and loyalty metrics.
Benefits
- Compensation for this role varies by geographic location. The listed range reflects multiple markets, including higher-cost areas. Actual starting pay will be determined based on work location, experience, and other job-related factors.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
