Assistant Store Director: Customer Experience & Workforce Lead

SAKS & CO; Grapevine (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Basic life insurance

Supplemental life insurance

Disability insurance

Voluntary benefits

Job summary

Saks OFF 5TH is seeking an Assistant Store Director, Customer Experience & Workforce Management, to lead service excellence and workforce planning. You will partner with the Store Director to drive client-centric strategies, use KPIs to optimize staffing, and ensure smooth operations during leadership gaps.

The role requires strong communication and adaptability in a fast-moving luxury retail setting. Join Exemplar Luxury Group's growth journey and contribute to elevating the customer experience

Qualifications

• Proven leadership in a customer-focused retail environment.
• Strong 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 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.

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
• 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

Skills

Leadership in retail

Coaching and development

Customer-focused service

Data-driven decision making

Staff scheduling

Communication

Product knowledge for CX

Flexibility (evenings/weekends)

Job description

Saks OFF 5TH is seeking an Assistant Store Director, Customer Experience & Workforce Management, to lead service excellence and workforce planning. You will partner with the Store Director to drive client-centric strategies, use KPIs to optimize staffing, and ensure smooth operations during leadership gaps.

The role requires strong communication and adaptability in a fast-moving luxury retail setting. Join Exemplar Luxury Group's growth journey and contribute to elevating the customer experience