Customer Experience Lead

Summary

The Customer Experience Lead supports front-of-house priorities and helps maintain selling-floor service and merchandising standards. This role coaches associates, drives customer experience behaviors, and supports sales and operational performance.

Responsibilities

• Coordinate cashier coverage, manage customer lines, and direct customers to registers.
• Maintain area standards, supplies, and fast-to-floor merchandise processes.
• Train and coach associates on service, selling, and return processes.
• Drive loyalty enrollment, SaksFirst acquisition, and Connected Service behaviors.
• Support coverage flexibility and resolve customer concerns or escalate them to management.

Requirements

• High school diploma or equivalent required; a four-year degree or relevant work experience preferred.
• At least 1 year of supervisory experience with comparable volume or a proven record supervising a selling workforce and achieving results.
• Ability to drive sales and service, maintain client relationships, complete operational tasks, and coach associates.
• Flexibility to work evenings, weekends, and public holidays.