Customer Experience Manager

Job Description

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.

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

Customer Obsessed Mindset

A passion for providing a seamless and elevated experience for clients

Experience

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

Personality Traits

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

Problem Solving

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

Schedule

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

Skills

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

Benefits

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.