Customer Experience Manager

Saks Fifth Avenue is a prestigious name in the luxury retail industry, known for offering an unparalleled shopping experience with premium products and top-tier customer service. Located in New York, New York, Saks combines heritage and innovation to cater to discerning clientele who seek sophistication and excellence. As a hallmark of luxury retail, Saks Fifth Avenue brings together a curated collection of fashion, accessories, and lifestyle products from globally renowned brands, focusing on delivering not just products but exceptional, personalized client experiences that resonate with exclusivity and high standards. Saks has built its reputation on an ethos of impeccable service, style, and customer centricity, making it a destination of choice for high-net-worth customers and luxury enthusiasts alike.

The role offered is a vital position that blends luxury hospitality with retail management, designed for professionals passionate about creating seamless, elevated client experiences in an upscale environment. This position is ideal for individuals who thrive on delivering unparalleled service and act as luxury orchestrators, expertly managing multiple priorities with foresight and precision. The successful candidate will demonstrate an innate passion for luxury hospitality, with a natural ability to place the client at the center of every decision and a track record of consistently exceeding guest expectations.

This role requires a polished, confident professional who embodies the "Saks Style"—a combination of refinement, professionalism, and poise. Mentorship is a key component, as the individual will coach their team in the nuances of luxury etiquette and non-verbal communication, ensuring a consistently high level of service. Fluency in multiple languages and an appreciation for global luxury trends will be considered strong assets, reflecting the diverse and sophisticated nature of the clientele.

Candidates must be adept at navigating complex situations ('the gray areas') with creativity, discretion, and autonomy, and possess exceptional communication skills to adapt instantly to the needs of high-net-worth clients and calm high-pressure scenarios with ease. The ability to use digital check-in systems and clienteling software to monitor engagement and loyalty metrics is also essential.

This full-time onsite role offers a competitive salary range between $94,388 and $117,986, with pay determined by location, experience, and job-related factors. Saks Fifth Avenue values diversity and inclusivity and is committed to providing equal employment opportunities in its vibrant and dynamic retail environment. If you are customer-obsessed, passionate about luxury retail, and ready to elevate client experiences while leading a dedicated team, this role presents an exciting opportunity to join an iconic luxury brand and make a significant impact.