Head of Luxury Customer Experience

RH; West Jefferson (OH); On-site; USD 90,000 - 150,000; Full time

Job summary

RH is seeking a Senior Leader, Customer Experience to drive a cross-functional team toward delivering world-class service. You will set strategy and ensure execution of the core objective: a luxury experience for every client, both in-store and across platforms.

You will lead, coach and inspire associates, elevate product knowledge and service standards, and partner with other functions to continuously improve customer outcomes and brand value.

Qualifications

• 5+ years in a customer-facing role with 3+ years leading a team
• Excellent interpersonal and leadership skills
• Ability to handle escalated issues effectively
• Commitment to quality with attention to detail
• Strong analytical and decision-making skills
• Loves fast-paced, high-energy environment

Responsibilities

• Live the RH vision, values and beliefs daily
• Represent the RH brand with professionalism and polish
• Create a luxury customer experience and lead teams to deliver top service
• Develop associates to achieve service metrics and career goals
• Collaborate with cross-functional partners to grow the business
• Coach and lead teams to achieve KPI results while controlling expenses
• Drive customer delight and revenue through product knowledge and service excellence

Skills

Customer experience

Team leadership

Communication

Problem solving

Strategic thinking

Flexibility

Cross-functional

Tools

Order management software

MacOS / Windows

PC applications

Job description

RH is seeking a Senior Leader, Customer Experience to drive a cross-functional team toward delivering world-class service. You will set strategy and ensure execution of the core objective: a luxury experience for every client, both in-store and across platforms.

You will lead, coach and inspire associates, elevate product knowledge and service standards, and partner with other functions to continuously improve customer outcomes and brand value.