Customer Experience Manager

Job Description:

Who You Are:

• You possess an innate passion for luxury hospitality. You naturally put the client at the center of every decision and have a track record of exceeding guest expectations.

• A Luxury Orchestrator: You don't just multi-task; you prioritize with a "bird’s-eye view," anticipating bottlenecks in service before they occur.

• You possess an innate sense of "Saks Style"—polished, confident, and impeccably professional.

• You have a passion for mentoring, able to coach a team in the nuances of luxury etiquette and non-verbal communication.

• Ideally bi/multi-lingual, with a deep appreciation for global luxury trends, brand heritage, and the expectations of a high-net-worth clientele.

• You thrive in the "gray areas," solving complex client requests with creativity, discretion, and autonomy.

•  Ability to read the room, adapt your communication style instantly to high-net-worth clients, and de-escalate high-pressure situations effortlessly.

You Also Have:

• A Customer Obsessed Mindset

• A passion for providing a seamless and elevated experience for clients

• 3–5 years of retail management experience, preferably within luxury retail, premium hospitality, or high-end consumer services.

• An unwavering positive energy and the ability to remain composed and charismatic under the pressure of a fast-paced luxury environment

• Ability to quickly problem solve client concerns and determine solutions with limited supervision 

• Available to work a flexible schedule that includes nights, weekends, and holidays

• Ability to interact professionally and respectfully  

• Proficiency in digital check-in systems and clienteling software to track engagement and loyalty metrics.

Saks.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Compensation for this role varies by geographic location. The listed range reflects multiple markets, including higher-cost areas. Actual starting pay will be determined based on work location, experience, and other job-related factors.