Leader, Customer Experience

RH; Tracy (CA); On-site; USD 120,000 - 170,000; Full time

Job summary

RH is seeking a Customer Experience Leader to set strategy and 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.

You will lead a team to elevate product knowledge, drive customer delight, and grow revenue through outstanding service and thoughtful leadership.

Qualifications

• 4+ years in a customer-facing role with leadership experience preferred.
• Proficiency with Mac or Dell OS, and knowledge of PC applications and order management software.
• Strong commitment to quality and detail-focused service.
• Ability to multitask, adapt, problem-solve, and partner cross-functionally.
• Excellent verbal and written communication with high energy to energize others.
• Willingness to work 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 understanding of luxury needs and lead your team to deliver the highest level of service to clients.
• Foster a culture of ownership, accountability and servant leadership.
• Educate, inspire, and lead associates to reach their highest potential in service metrics and career goals.
• Establish close relationships with cross-functional partners to drive solutions for heightened customer experiences.
• Recognize, respond, and lead appropriate resolution of complex priorities and performance trends, including operational improvements.

Skills

Leadership

Customer service

Communication

Multitasking

Cross-functional collaboration

Problem solving

Tools

Order management software

PC applications

Mac OS

Dell OS

Job description

RH at its core is about taste, and we believe the idea of scaling taste is large and far reaching.

The RH brand attracts the best designers, artisans, manufacturers and talent in our industry, scaling and rendering their work more valuable across our integrated platform, enabling us to curate the most compelling collection of luxury home furnishings in the world. We are moving the brand beyond curating and selling products to conceptualizing and selling spaces by building an ecosystem of products, places, services and spaces that elevates and establishes the RH brand as a global thought leader, taste and place maker.

At RH we believe deeply that the "right" people are our greatest asset. We value people with high energy, who possess the ability to energize others. People who are smart, creative and have a point of view. People who see the answer in every problem, versus those who see the problem in every answer. People who are driven, determined and won't take "no" for an answer. We value team players, people who are more concerned with what's right, rather than who's right.

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.

YOUR 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 your 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

OUR 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