Senior Brand Experience Guide

Rivian; King of Prussia (PA); On-site; USD 61,291,000 - 68,053,000; Full time

Job summary

Rivian in Pennsylvania is hiring a Product Guide III to be the face of the brand, delivering memorable experiences from initial engagement to vehicle delivery and ensuring customers feel valued and informed. You will use POS and CRM tools, lead demonstrations and deliveries, and maintain premium presentation across locations while hitting KPIs like lead generation and customer satisfaction.

Flexible scheduling including nights and weekends is required; prior customer service or automotive

Qualifications

• 2+ years' experience in customer service, automotive, clean energy solutions, field marketing, sales, education, or hospitality environment preferred.
• Ability to work a flexible schedule to support customers on nights, weekends and/or holidays; ability and willingness to travel based on business needs to support other market launches and operations.
• Experience using POS and CRM software preferred.
• Working knowledge of Google Workspace with the ability to learn new tools quickly.

Responsibilities

• Welcome, engage, and educate customers, providing a positive and inclusive experience for everyone who visits; ensuring their needs are met, and their expectations are exceeded.
• Responsible for achieving key performance indicators such as leads captured, lead capture rate, lead-to-drive rate, sales orders influenced, and customer experience (NPS & survey results).
• Engage with Rivian customers and identify the unique needs to create an individualized experience including demonstration drives and customer deliveries.
• Demonstrate a commitment to achieving commercial business objectives and supporting brand initiatives, including demand generation, lead generation, product deep-dives, gear demos, trip planning, food and beverage offerings, and community events.
• Possess a high level of brand and product expertise, staying up to date on all required training and courses.
• Maintain a strong knowledge of all tools, including POS (Point of Sale) and CRM (Customer Relationship Management) and actively leverage these platforms to generate leads and enhance customer experience.
• Perform day to day operational duties, including event production and support, BOH upkeep, food & beverage support, general space upkeep, cleaning duties, and building or maintaining visual displays as necessary.
• Relentlessly uphold retail, hospitality, and vehicle presentation standards, ensuring our locations always look and feel premium.
• Take on additional projects, duties and assignments as required and/or by request from leadership.

Job description

Rivian in Pennsylvania is hiring a Product Guide III to be the face of the brand, delivering memorable experiences from initial engagement to vehicle delivery and ensuring customers feel valued and informed. You will use POS and CRM tools, lead demonstrations and deliveries, and maintain premium presentation across locations while hitting KPIs like lead generation and customer satisfaction.

Flexible scheduling including nights and weekends is required; prior customer service or automotive