Director of Elite Client Care & Experience

Arhaus; Boston Heights (OH); On-site; USD 150,000 - 190,000; Full time

Job summary

Arhaus is seeking a Senior Director, Client Care to lead the full spectrum of post-purchase client interactions from Concierge to escalations. This on-site role at our Boston Heights, OH corporate office provides hands-on leadership, strategic alignment, and cross-functional collaboration.

You will shape a culture of excellence, monitor metrics, mentor leaders, and drive service recovery with Logistics, Retail Operations, Legal, Product, and 3PL partners.

Qualifications

• 10+ years of progressive experience in customer care or contact center ops, including at least 3 years at a Director level or higher.
• Deep understanding of end-to-end luxury/high-touch customer journeys.
• Experience managing escalations and customer recovery at the executive level.
• Strong analytical and leadership capabilities.

Responsibilities

• Provide strategic leadership to all areas of Client Care, including Concierge, Warranty, Scheduling, and escalations.
• Foster a culture of excellence, accountability, empathy, and service that reflects our brand values.
• Partner with Logistics, Retail Operations, Legal, Product, and 3PL partners to drive service improvements and resolution efficiency.
• Oversee performance metrics, staffing strategy, and budget across client care functions.
• Mentor leaders and build high-performing teams.

Skills

People leadership

Customer care

Cross-functional partnership

Data-driven decisions

Communication skills

Job description

Arhaus is seeking a Senior Director, Client Care to lead the full spectrum of post-purchase client interactions from Concierge to escalations. This on-site role at our Boston Heights, OH corporate office provides hands-on leadership, strategic alignment, and cross-functional collaboration.

You will shape a culture of excellence, monitor metrics, mentor leaders, and drive service recovery with Logistics, Retail Operations, Legal, Product, and 3PL partners.