Michael Thomas-Francis

Pioneer
DISC Type : sid

Director Customer Experience at Saks Global

New York, New York, United States

Overview

Michael is the Director of Customer Experience at Saks Global, where he designs strategies focused on customer-centric growth and retention. He leverages Voice of Customer feedback and data-driven insights to enhance the customer journey. He holds a Bachelor of Science from John Jay College (CUNY).

His career path through luxury brands like Bally and Saks Global, combined with his interest in designers like Vera Wang, indicates a strong personal passion for the high-end fashion and retail industry. He is dedicated to improving client experiences within this space.

He is actively recruiting specialists for his Voice of the Customer (VoC) team to ensure customer feedback is central to business decisions.

Personality Overview

Friendly But Fast

Decisive But Friendly

Dynamic But Sincere

They combine a unique set of diverse traits where they are fast and friendly but can slow down to be thorough when needed  If they are convinced, they can become very strong champions for your product They have the unique ability to win both love and respect from their team (or outsiders)

Topics They Care About

Voice of Customer (VoC)
He is actively building a VoC team and uses qualitative and quantitative feedback to ensure customer insights are prioritized in business decisions.
Customer Retention
His role is dedicated to championing customer advocacy and using data-driven insights to combat attrition and improve loyalty.
Luxury Retail
His career at Saks Global and Bally, along with his interest in Vera Wang, highlights a deep focus on the luxury consumer market.

Media Appearances

Michael has no verified media appearances

Work History

8-2025
Director Customer Experience at Saks Global
4-2023 - 9-2025
Sr. Manager for CX Experience & Loyalty at Saks Global
3-2022 - 4-2023
Manager; Ambassador & CX Recovery at Saks Global
10-2018 - 12-2019
Ecommerce Coordinator at Bally
10-2017 - 9-2018
Executive Assistant and Office Manager at Bally

Education

2010 - 2014
Bachelor of Science (BS) from John Jay College (CUNY)

More Information

Social Presence :

Prographics :

Exp : 10 Location : New York, New York, United States Job Level : Mid-senior Designation : Director Customer Experience at Saks Global
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Insights For Selling To Michael

During A Call Or A Meeting

DO's

  • Keep your pitch focused on the impact but nurture the relationship too
  • During followups, use calls or text if needed, they should be fine
  • Mostly stick to your standard pitch and qualifying script, but add some stories or anecdotes to it

DONT's

  • Don’t be too verbose or overly friendly; a little bit, however, is fine
  • Don't lean very heavily into providing too much information, sharing whitepapers etc.
  • Don’t be very informal during the early interactions even if they are being so themselves

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Michael is

  • Nothing less than a strong combination of proof of results, relationship and high levels of professionalism is effective with them.
  • Will you ever get a clear answer from Michael

  • They can say no while staying friendly, but can also be pursuaded to reconsider

Insights For Deal Planning

    How fast (or slow) will Michael move?

  • They are generally fast movers and can take quick decisions
  • Can Michael take some risk or not?

  • They have high risk-appetite but can get ahead of themselves once in a while. Observe carefully

You And Michael

Personality Compatibility


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