Docent Lead

Saks Fifth Avenue

1d•Onsite

About The Position

The Docent Lead is the face of the experiential hospitality within Bergdorf Goodman. This roles oversees the docent team, curates elevated guest journeys and ensures every client interaction reflects the brand's standards of sophistication, storytelling, and personalized service. The Docent Lead blends leadership, cultural fluency, and operational excellence to deliver memorable, white glove experiences.

Requirements

Leadership experience
Experience in coaching and inspiring a team
Strong storytelling and product knowledge skills
Ability to provide real-time feedback and performance coaching
Experience in recruitment, onboarding, and training
Ability to design and elevate guest journeys, tours, and private experiences
Deep knowledge of brand heritage, product collections, craftsmanship, and current focus
Ability to ensure tours and storytelling align with brand voice and positioning
Skill in refining scripts, narratives, and experiential moments
Experience guiding VIP clients, brand partners, and high-profile visitors
Ability to anticipate client needs and create seamless, high-touch interactions
Collaboration skills with client services and selling teams
Professionalism in resolving guest concerns
Ability to identify opportunities for program enhancement
Experience maintaining visual and experiential standards

Nice To Haves

Cultural fluency
Operational excellence

Responsibilities

Lead, coach and inspire the docent team to deliver exceptional, brand - aligned experiences.
Conduct daily briefings focused on storytelling, product knowledge and experiential touchpoints.
Provide real-time feedback and performance coaching.
Support recruitment, onboarding, and trains of new docents.
Design and elevate curated guest journeys, tours and private experiences.
Maintain deep knowledge of brand heritage, product collections, craftsmanship and current focus.
Ensure all tours and storytelling align with brand voice and positioning.
Continuously refine scripts, narratives and experiential moments to remain relevant and compelling.
Personally guide and often host VIP clients, brand partners, and high profile visitors.
Anticipate client needs and create seamless, high-touch interactions.
Collaborate with Client Services and selling teams to ensure cohesive service.
Resolve and guest concerns with discretion and professionalism.
Identify opportunities to enhance the docent program.
Maintain visual and experiential standards in partnership with leadership teams.

Benefits

medical insurance
dental insurance
vision insurance
401(k) retirement plan
basic life insurance
supplemental life insurance
disability insurance
variety of additional voluntary benefits (such as critical illness, hospital and accident insurance)
rewarding career advancement opportunities
amazing employee discount