Director of Customer Experience & Brand Concierge

Thos. Moser; Auburn (ME); On-site; USD 90,000 - 130,000; Full time

Job summary

Thos. Moser in Auburn, ME is seeking a Director of Customer & Guest Experience to design and lead end-to-end customer interactions, from first call to home delivery, across the Auburn Workshop and Showroom.

You will build and manage a CX team, own showroom operations, and drive a proactive brand-loyalty program that reflects the company's 50-year reputation. This role blends strategic vision with hands-on leadership in a physical retail environment.

Qualifications

• Has designed and run a customer or guest experience program.
• Comfortable in a physical retail or showroom environment.
• Can spot a natural moment to introduce or recommend a product without it feeling pushy or transactional.
• Operationally strong enough to simplify and systematize without losing the warmth that makes the experience feel human.

Responsibilities

• Guest Experience Design & Execution — Own the end-to-end customer journey across all touchpoints and ensure every interaction reflects the Thos. Moser standard
• Shop Tour Program — Design, launch, and continuously improve a structured tour experience that makes visitors feel the brand
• Warranty Program — Simplify, enforce, and elevate our warranty program so it functions as a sign of our confidence in our work
• Auburn Showroom Management — Manage our Workshop Showroom, manage inventory, and drive performance toward the monthly Auburn Showroom sales budget
• Portland Showroom & Guest Experience Program — Build the guest experience for our Portland flagship from the ground up, including a clienteling program that brings VIP guests to the Workshop in Auburn
• Surprising & Delighting / Brand Loyalty — Establish a proactive, repeatable practice of going above and beyond for customers — not ad hoc, but a defined program the team executes consistently

Job description

Thos. Moser in Auburn, ME is seeking a Director of Customer & Guest Experience to design and lead end-to-end customer interactions, from first call to home delivery, across the Auburn Workshop and Showroom.

You will build and manage a CX team, own showroom operations, and drive a proactive brand-loyalty program that reflects the company's 50-year reputation. This role blends strategic vision with hands-on leadership in a physical retail environment.