Assistant Store Director, Customer Experience

060 SAKS & CO LLC; Naples (FL); On-site; USD 62,000 - 77,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Life insurance

Disability insurance

Employee discount

Job summary

Saks OFF 5TH, part of Exemplar Luxury Group, is seeking an Assistant Store Director, Customer Experience & Workforce Management in Naples, FL. You will lead a team to deliver exceptional service, drive clienteling, and optimize staffing to align with traffic and business priorities.

Reporting to the Store Director, you will analyze KPIs, coach colleagues, and act as the store leader in the director's absence.

Qualifications

• Leadership experience in a customer-focused retail environment.
• Ability to 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.
• 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.

Responsibilities

• 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.
• 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.

Skills

Leadership in retail

Customer service coaching

Data analysis

Workforce scheduling

Change management

Communication

Product knowledge

Flexibility with hours

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. Job Description: WHO WE ARE: 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.

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 EXEMPLAR LUXURY GROUP: 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).

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.

Exemplar Luxury Group is an equal employment opportunity employer and is committed to providing reasonable accommodations to applicants with disabilities.

Exemplar Luxury Group 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, Exemplar Luxury Group 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 Exemplar Luxury Group 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.