Customer Experience Team Lead

5 days ago

Vaughan, Ontario, Canada Saks Fifth Avenue OFF 5TH Full time

About Our Company Culture

Saks OFF 5TH is committed to creating a positive and inclusive work environment that fosters growth and development. We believe in empowering our employees to take ownership of their roles and responsibilities, and we strive to provide opportunities for professional growth and advancement.

Job Description

The Assistant Store Director of Customer Experience will play a critical role in supporting the execution of front-of-house priorities within the store. This individual will be responsible for maintaining selling floor service and merchandising standards, driving sales and customer experience, and coaching their direct reports to achieve key performance indicators.

Key Responsibilities

  1. Cashiering Team Supervision: Ensure that the cashiering team is scheduled to maximize coverage and operate with a sense of urgency in managing the customer line.
  2. Line Leader Oversight: Ensure that the line leader is greeting and directing customers to the appropriate register and calling for additional associate/manager backup as needed.
  3. Maintenance and Operations: Follow all directives and corporate guidelines set forth, ensuring the area is neat, clean, and set to standard with the necessary supplies, and that all merchandise movement meets fast-to-floor expectations.
  4. Training and Development: Teach, coach, and train associates to follow fast-to-floor return processes to ensure merchandise is available to sell.
  5. Loyalty and Engagement: Drive loyalty enrollments, SaksFirst acquisition, and connected service behaviors to ensure a seamless customer experience.
  6. Peak Traffic Management: Act as the primary Connected Service Coach during designated peak traffic periods to drive customer experience and reinforce connected service behaviors.
  7. Flexibility and Adaptability: Leverage and train walkie-talkie expectations for flexibility in coverage to support customer needs.
  8. Customer Concern Resolution: Assist in resolving customer concerns or call in the appropriate level of management support to resolve issues promptly.

About Your Qualifications

  • Education: College Associate diploma; Bachelor's degree preferred.
  • Management Experience: 3+ years of management experience with comparable volume and/or proven track record of success managing a selling workforce and achieving results.
  • Technical Skills: Proficiency in utilizing available technology, including Microsoft Office (Outlook, Excel, Word, and PowerPoint).
  • Sales Track Record: Proven sales track record and results-driven approach.
  • Time Management: Proven time management skills and comfortable managing multiple projects with shifting priorities.
  • Customer Service: Demonstrated ability to deliver a high standard of customer service and build exceptional customer relationships.
  • Fashion Industry Knowledge: Thorough knowledge of the fashion industry and a passion for sharing expertise.
  • Equipment Operation: Ability to operate equipment such as radios, POS registers, ticket scanners, and sensor removers.
  • Availability: Flexibility to work evenings, weekends, and public holidays.

About Working at Saks OFF 5TH

  • Empowered Team Environment: Be part of an empowered, innovative team that works with an adventurous spirit and a customer-centric mindset.
  • Rewarding Career Opportunities: Exposure to rewarding career advancement opportunities across different functions within our corporate offices, retail stores, photo studios, and distribution centers.
  • Flexible Work Environment: A culture that promotes a flexible work environment.
  • Benefits Package: Benefits package for all eligible full-time employees, including medical, dental, and vision.
  • Employee Discount and Perks: An amazing employee discount and other exciting perks.

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