Assistant Store Director, Customer Experience

Saks Fifth Avenue Llc; Georgia; On-site; USD 62,000 - 77,000; Full time

Benefits offered by this job

Employee discount

Comprehensive benefits

Job summary

Saks OFF 5TH is seeking an Assistant Store Director, Customer Experience & Workforce Management, to lead service excellence and optimize staffing. You’ll coach teams, use KPIs to guide decisions, and act as the store leader in the Store Director’s absence, ensuring seamless operations and an elevated customer experience.

You will drive clienteling initiatives, resolve escalated issues, and partner with leadership to align resources with business priorities, while maintaining high performance and

Qualifications

• Experience leading a customer-focused retail team.
• Ability to analyze business data and KPIs to drive decisions.
• Proven track record in creating schedules and optimizing staffing.

Responsibilities

• Model and reinforce service behaviors to create exceptional customer experiences.
• Lead resolution of escalated customer issues and train on service recovery.
• Own workforce management by creating strategic schedules and aligning staffing to traffic patterns.
• Act as de facto store leader in the Store Director’s absence, ensuring smooth operations.
• Develop clienteling strategies to drive personalized outreach and loyalty.

Skills

Leadership

Customer service

Data analysis

Workforce planning

Coaching

Communication

Job description

Job Description:

WHO WE ARE:

Saks OFF 5TH is a destination for off-price luxury fashion. Its 12 stores serve primarily as a selling channel for residual inventory from Neiman Marcus, Saks Fifth Avenue and Bergdorf Goodman, offering a compelling assortment of high-end designers and everyday favorites at the best prices. Saks OFF 5th is part of Exemplar Luxury Group, the luxury collective uniting coveted brands with unrivaled customer experiences.

YOU WILL BE:

As the Assistant Store Director, Customer Experience & Workforce Management, you will drive a culture of exceptional service, accountability, and results. You’ll model relationship-based client interactions, lead service recovery efforts, and coach your team on delivering high-touch, personalized experiences that foster loyalty. In partnership with the Store Director, you will use business data and KPIs to inform strategic decisions, optimize workforce planning, and align talent and resources to the highest-impact areas of the business. Acting as the store’s operational lead in the Store Director’s absence, you will ensure seamless execution, operational excellence, and an elevated customer experience.

WHAT YOU WILL DO:

• Model and reinforce service behaviors that create exceptional customer experiences and foster loyalty
• Lead resolution of escalated customer issues and trains team on handling service recovery
• Drive a client-first mindset by modeling relationship-based service
• Develop and implement store level clienteling strategies to drive personalized outreach and long term customer engagement
• Make decisions and addresses challenges in absence of store director ensuring smooth operations and maintaining high performance
• Conduct weekly recaps and use data to inform business strategies and prioritize team actions
• Use product knowledge to inform strategic business decisions and coaching
• Monitor program adoption rates and coaches team on best practices
• Build a culture of accountability, setting clear expectations and aligning performance with business goals
• Own workforce management by creating strategic schedules and aligning staffing to business needs and traffic patterns
• Leverage KPIs and business data to adjust tactics and improve future performance
• Balance multiple priorities by aligning time, people and resources to the highest-impact areas
• Act as de facto store leader in the Store Director’s absence, using sound judgment to maintain operations and optimal customer experience

WHAT YOU WILL BRING:

• Proven experience in a leadership role within a customer-focused retail environment
• Strong ability to model, coach, and reinforce relationship-based service behaviors
• Skilled in resolving escalated customer issues and leading service recovery strategies
• Demonstrated strength in analyzing business data and KPIs to inform decisions and drive performance
• Experience in creating strategic schedules and aligning staffing to business needs and traffic trends
• Ability to lead through change, balance competing priorities, and manage operations independently when needed
• Excellent communication, coaching, and team development skills
• Adept at using product and program knowledge to influence customer experience and sales outcomes
• Flexibility to work evenings, weekends and public holidays

YOUR LIFE AND CAREER AT SAKS OFF 5TH:

• 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

Benefits

We offer the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, basic life insurance, supplemental life insurance, disability insurance, and a variety of additional voluntary benefits (such as critical illness, hospital and accident insurance).

Exemplar Luxury Group is an equal employment opportunity employer and is committed to providing reasonable accommodations to applicants with disabilities. If you are interested in applying for employment with Exemplar Luxury Group and would like to request special assistance or an accommodation, please contact [e-mail].

Salary Range $61,666 - $77,082*

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.