Leader, Customer Experience

RH; Corte Madera (CA); On-site; USD 150,000 - 210,000; Full time

Job summary

RH in Corte Madera, CA seeks a Customer Experience Leader to set strategy and ensure world-class service for customers. The role drives revenue through expert product knowledge and elevated service, while leading associates to deliver a luxury experience.

The incumbent will partner with cross-functional teams to enhance client satisfaction and service metrics. The position requires a passion for service, strong communication, and the ability to energize others across the organization; a flexible

Qualifications

• 4+ years experience in a customer-facing role, with 1+ years leadership experience preferred.
• Proficiency with Mac or Dell Operating Systems, excellent knowledge of PC applications and order management software.
• Commitment to quality, detail-focused at all levels to ensure first-class service.
• Ability to multitask, be flexible, prioritize and overcome obstacles with creative problem solving and cross-functional partnerships.
• Perceptive and capable of relating to individuals at all levels.
• Experience learning from opportunities, seeking constructive feedback from colleagues and leadership to improve results.
• Superior interpersonal and leadership skills with a passion for service.
• Strategic, highly organized and results-oriented.
• Excellent verbal and written communication skills.
• High energy, ability to energize others.
• Willingness to work a flexible schedule, including evenings, weekends and holidays.

Responsibilities

• Live Our Vision, Values and Beliefs every day.
• Represent the RH brand through polished communication, personal appearance and professionalism.
• Drive customer delight and revenue through elevated product knowledge and unparalleled service.
• Lead the team in learning the RH design point of view and product assortment.
• Develop a thorough understanding of luxury needs and expectations in order to lead the team to deliver the highest level of service to our clients.
• Foster a culture of ownership, accountability and servant leadership.
• Educate, inspire, and lead associates to reach their highest potential, both in terms of service metrics and career goals.
• Establish close relationships with cross‑functional partners to continually drive solutions that result in heightened customer experiences.
• Recognize, respond, and lead appropriate resolution of complex priorities and performance trends, including the development of operational improvements.

Skills

Customer leadership

People management

Communication

Strategic thinking

Cross-functional collaboration

Problem solving

Time management

Attention to detail

Tools

Order management software

Job description

Role Overview

RH is seeking a Customer Experience Leader to set strategy to ensure execution of our core objective: providing world‑class service to our customers. This role will set the pace and deliver first‑class service internally so our Associates can deliver a luxury experience externally.

Responsibilities

• Live Our Vision, Values and Beliefs every day
• Represent the RH brand through polished communication, personal appearance and professionalism
• Drive customer delight and revenue through elevated product knowledge and unparalleled service
• Lead the team in learning the RH design point of view and product assortment
• Develop a thorough understanding of luxury needs and expectations in order to lead the team to deliver the highest level of service to our clients
• Foster a culture of ownership, accountability and servant leadership
• Educate, inspire, and lead associates to reach their highest potential, both in terms of service metrics and career goals
• Establish close relationships with cross‑functional partners to continually drive solutions that result in heightened customer experiences
• Recognize, respond, and lead appropriate resolution of complex priorities and performance trends, including the development of operational improvements

Requirements

• 4+ years experience in a customer‑facing role, with 1+ years leadership experience preferred
• Proficiency with Mac or Dell Operating Systems, excellent knowledge of PC applications and order management software
• Commitment to quality, detail‑focused at all levels to ensure first‑class service
• Ability to multitask, be flexible, prioritize and overcome obstacles with creative problem solving and cross‑functional partnerships
• Perceptive and capable of relating to individuals at all levels
• Experience learning from opportunities, seeking constructive feedback from colleagues and leadership to improve results
• Superior interpersonal and leadership skills with a passion for service
• Strategic, highly organized and results‑oriented
• Excellent verbal and written communication skills
• High energy, ability to energize others
• Willingness to work a flexible schedule, including evenings, weekends and holidays