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Job Description:
WHO WE ARE:
Saks OFF 5TH is a leading destination for luxury off-price fashion. In our stores across the U.S., we offer a compelling assortment of high-end designers and everyday favorites at the best prices. 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 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).
Thank you for your interest with Saks Global. We look forward to reviewing your application.
Saks Global 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 Saks Global and would like to request special assistance or an accommodation, please contact candidatesupport@saks.com.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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 candidatesupport@saks.com.
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.
