How Saks OFF 5th puts consumers first

Retail Gets Real episode 270: President and CEO Paige Thomas on the retailer’s customer-centric strategy

This episode was originally released on Feb. 8, 2022.

Saks OFF 5TH President and CEO Paige Thomas has plenty of experience as a consumer at traditional department stores but leads with a digital-first mindset. She believes all retailers must always have a customer-centric approach.

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“The reality is, we've got to leap forward and think about our customers sitting on their couch, making their commute to work, having their phone in their hand, wherever they go,” Thomas said.

An increase in consumers shopping from home drove growth for Saks, which saw real-time insights and an immediate response from customers who were enjoying the treasure hunt experience from their favorite brands.

Although online channels are booming for the off-price luxury retailer, Thomas says having what customers want, filling out their wardrobes and quadrupling customer choice is a priority both in stores and online. Supply chain distribution and logistics must also be ready to build and scale to meet the level of demand.

Listen to the full episode to learn more about the digital strategy of Saks OFF 5TH, what leadership means to Thomas and her view of the future of retail.

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