Customer Experience & Ops Lead - Luxury Retail

060 SAKS & CO LLC; Naples (FL); Sur place; USD 62 000 - 77 000; Plein temps

Avantages offerts par ce poste

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Life insurance

Disability insurance

Employee discount

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership in retail

Customer service coaching

Data analysis

Workforce scheduling

Change management

Communication

Product knowledge

Flexibility with hours

Description du poste

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.