- Employment
- Full-Time
- Seniority
- Manager
- Compensation
- $61,666–77,082/year
- Department
- Retail & Boutique Operations
- Posted
- Oct 28, 2026
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 is hiring an Assistant Store Director, Customer Experience to lead service excellence, clienteling, service recovery, and workforce planning, using business data and KPIs to guide performance. The role acts as operational lead in the Store Director’s absence. The salary range is $61,666–$77,082, varies by geographic location, and starting pay depends on work location, experience, and other job-related factors.
Role & Responsibilities
- Model and reinforce service behaviours that create exceptional customer experiences and foster loyalty.
- Lead the resolution of escalated customer issues and train the team in service recovery.
- Promote a client-first mindset through relationship-based service.
- Develop and implement store-level clienteling strategies to drive personalized outreach and long-term customer engagement.
- Make decisions and address challenges in the Store Director’s absence, ensuring smooth operations and sustained performance.
- Conduct weekly recaps and use data to inform business strategies and prioritize team actions.
- Use product knowledge to guide strategic business decisions and coaching.
- Monitor program adoption rates and coach the team on best practices.
- Build a culture of accountability by setting clear expectations and aligning performance with business goals.
- Manage workforce planning by creating strategic schedules and aligning staffing with business needs and traffic patterns.
- Use KPIs and business data to adjust tactics and improve future performance.
- Balance competing priorities by aligning time, people, and resources with the highest-impact areas.
- Act as the de facto store leader in the Store Director’s absence, using sound judgment to maintain operations and an optimal customer experience.
Qualifications
- Proven experience in a leadership role within a customer-focused retail environment.
- Strong ability to model, coach, and reinforce relationship-based service behaviours.
- Skilled in resolving escalated customer issues and leading service recovery strategies.
- Demonstrated ability to analyze business data and KPIs to inform decisions and drive performance.
- Experience creating strategic schedules and aligning staffing with 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.
- Ability to use product and program knowledge to influence customer experience and sales outcomes.
- Flexibility to work evenings, weekends, and public holidays.
Skills
Experience
Proven leadership experience in a customer-focused retail environment; experience creating strategic schedules and aligning staffing with business needs and traffic trends.
Compensation
The base compensation for this position ranges from USD 61,666 to USD 77,082 per annum.
Benefits
Medical, dental, and vision insurance; 401(k) retirement plan; basic and supplemental life insurance; disability insurance; voluntary benefits including critical illness, hospital, and accident insurance; employee discount; and career advancement opportunities.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Saks OFF 5TH, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Assistant Store Director, Client Experience», «Deputy Store Director, Customer Experience», «Assistant Retail Director, Customer Experience», «Assistant Store Leader, Customer Experience», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.