Assistant Store Director, Customer Experience

Saks OFF 5TH is the premier luxury off-price destination. In its more than 100 stores in the U.S. and Canada, and online, at SaksOFF5TH.com, the company provides the best names in fashion at an incredible value through its merchandise authority, unparalleled brand access and seamless connection between ecommerce and stores.

What This Position Is All About:

Saks OFF 5TH is the premier destination for luxury off-price fashion. In our approximately 100 stores in the U.S. and Canada, 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.

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Under the direction of the Store Director, the Assistant Store Director of Customer Experience will support execution of the front of house priorities within the 4 walls. They will be responsible for maintaining selling floor service and merchandising standards (in a store with two Assistant Store Directors) to drive sales and customer experience. The Assistant Store Director will coach their direct associate reports proactively and collaboratively to ensure all selling floor associates drive the appropriate key performance indicators and are strong brand ambassadors.

Primary Job Functions:

• Ensure cashiering team is scheduled to maximize coverage 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 primary Connected Service Coach 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

• Establish positive interpersonal relationships and actively collaborates and contributes to a positive team dynamic
• Inspirational leader through both action and collaboration who acts as a coach and role model to bring out the best in their teams
• Can easily adapt to changes and can be relied upon to consistently deliver exceptional results
• Consistently generate and share original ideas, tackling both simple and complex problems

• College Associate diploma, Bachelor's degree preferred
• 3+ years of management experience with comparable volume and/or proven track record of success managing a selling workforce and achieving results
• Proficiency in utilizing available technology including Microsoft Office (Outlook, Excel, Word, and PowerPoint)
• Proven sales track record and results driven approach
• Proven time management skills and comfortable managing multiple projects with shifting priorities
• Demonstrated ability to deliver a high standard of customer service and build exceptional customer relationships
• Thorough knowledge of the fashion industry and a passion for sharing your expertise
• Ability to act promptly in routine situations and see a clear plan of action to a positive result in the customer's eyes
• Ability to operate equipment such as radios, POS register, ticket scanners, and sensor removers
• Flexibility to work evenings, weekends and public holidays.

• Be part of an empowered, innovative team; work with an adventurous spirit and a customer-centric mindset; play a critical role in making decisions that will position us to win
• 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