Saks OFF 5TH Assistant Store Director, Customer Experience

About Saks OFF 5TH

Saks OFF 5TH is an off‑price luxury fashion retailer offering a curated assortment of designer brands at reduced prices through its stores and ecommerce channels. Operating as part of the broader Saks Global portfolio, the business emphasizes a digital‑first operating model, a high standard of customer service and a culture that prizes creativity and individual style.

Saks OFF 5TH seeks an Assistant Store Director to lead customer experience and workforce management initiatives across the store. In this role, you will drive a culture of exceptional service and accountability, model relationship-based client interactions, lead service recovery efforts, and coach the team on delivering high-touch, personalized experiences. Acting as the store's operational lead in the Store Director's absence, you will use business data and KPIs to optimize workforce planning, strategic scheduling, and resource allocation to the highest-impact areas of the business.

Role & Responsibilities

• Model and reinforce service behaviors that create exceptional customer experiences and foster loyalty
• Lead resolution of escalated customer issues and train team on handling service recovery
• Develop and implement store-level clienteling strategies to drive personalized outreach and long-term customer engagement
• Conduct weekly business recaps and use data to inform strategic decisions and prioritize team actions
• Own workforce management by creating strategic schedules and aligning staffing to business needs and traffic patterns
• Build a culture of accountability by setting clear expectations and aligning performance with business goals
• Monitor program adoption rates and coach team on best practices
• Act as de facto store leader in the Store Director's absence, ensuring seamless operations and optimal customer experience
• Leverage KPIs and business data to adjust tactics and improve future performance
• Use product knowledge to inform strategic business decisions and coaching

Qualifications

• 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

Skills

Experience

Proven experience in a leadership role within a customer-focused retail environment, with demonstrated capability in workforce management, business data analysis, and service excellence coaching.

Workplace

Compensation

The base compensation for this position ranges from USD 61,666 to USD 77,082 per annum.

Benefits

Comprehensive benefits package for eligible full-time employees including medical, dental, and vision insurance; 401(k) retirement plan; basic and supplemental life insurance; disability insurance; voluntary benefits (critical illness, hospital, and accident insurance); employee discount on luxury merchandise.

Culture

Saks OFF 5TH fosters a customer‑centric, digitally enabled retail culture that values individuality and creativity. As part of the Saks Global portfolio, it combines the standards of luxury retail with an entrepreneurial, results‑driven environment.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.