Saks OFF 5TH Assistant Store Director, Customer Experience and Workforce Management
Saks OFF 5TH
- Employment
- Full-time
- Seniority
- Manager
- Compensation
- $61,666–77,082/year
- Department
- Retail & Boutique Operations
- Posted
- Nov 5, 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.
The Assistant Store Director, Customer Experience and Workforce Management at Saks OFF 5TH leads service standards, clienteling, service recovery, workforce planning, and operational performance, serving as store leader in the Store Director’s absence. The role uses business data and KPIs to guide decisions, schedules, coaching, and resource allocation; compensation varies by geographic 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 for personalized outreach and long-term customer engagement.
- Make decisions and address challenges in the Store Director’s absence to ensure smooth operations and strong performance.
- Conduct weekly business recaps, use data to inform strategies, and prioritize team actions.
- Apply product knowledge to business decisions and team coaching.
- Monitor programme adoption rates and coach the team on best practices.
- Build accountability by setting clear expectations and aligning performance with business goals.
- Lead workforce management 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 directing time, people, and resources to the areas of greatest impact.
- Act as the store’s operational leader in the Store Director’s absence, using sound judgment to maintain operations and an optimal customer experience.
Qualifications
- Proven leadership experience in a customer-focused retail environment.
- Ability to model, coach, and reinforce relationship-based service behaviours.
- Skill in resolving escalated customer issues and leading service recovery strategies.
- 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 independently manage operations when needed.
- Excellent communication, coaching, and team development skills.
- Ability to use product and programme knowledge to influence customer experience and sales outcomes.
- Flexibility to work evenings, weekends, and public holidays.
Skills
Workplace
The successful candidate will be located in Grapevine, Texas, USA, with easy access to Dallas.
Explore jobs in Texas or in the USA.
Compensation
The base compensation for this position ranges from USD 61,666 to USD 77,082 per annum.
Benefits
Eligible full-time employees receive medical, dental, and vision insurance; a 401(k) retirement plan; basic and supplemental life insurance; disability insurance; additional voluntary benefits, including critical illness, hospital, and accident insurance; and an employee discount. Career advancement opportunities are available across retail, distribution, digital, and corporate functions.
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 Leader, Customer Experience», «Assistant Retail Director, Customer Experience», «Deputy Store Director, Customer Experience», «Assistant Store Director, Client 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.