Senior Director, Client Care

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

The Senior Director, Client Care is a critical leadership role responsible for overseeing the full spectrum of post-purchase client interactions, with a focus on delivering spectacular, white-glove service throughout the entire customer journey. This leader will manage the teams responsible for Concierge support, Warranty & Worry Free programs, Corporate Scheduling, and all Retail and Executive Escalations. The role is based on-site at our Boston Heights, OH corporate office to provide hands‑on leadership, strategic alignment, and cross‑functional collaboration.

Responsibilities

• Provide strategic leadership and direction to all areas of Client Care, including:
  • Concierge Agents supporting the customer journey from point of sale through resolution.
  • Warranty & Worry Free program support and operations.
  • Delivery Scheduling team responsible for coordinating client deliveries across markets.
  • Executive and Retail Escalation response and resolution.
• Foster a culture of excellence, accountability, empathy, and service that reflects our brand values.
• Serve as a key liaison between Client Care and senior leadership, providing insights on customer sentiment, emerging trends, and resolution metrics.
• Partner closely with Logistics, Retail Operations, Legal, Product, and external 3PL partners to drive service recovery improvements and resolution efficiency.
• Oversee performance metrics, staffing strategy, and budget management across all client care functions.
• Mentor and develop leaders within the department, building succession plans and high‑performing teams.
• Lead change management initiatives related to tools, processes, and organizational structure that improve client satisfaction and operational efficiency.
• Ensure consistent service delivery and experience across all touchpoints, including phone, email, chat, and internal escalations.
• Identify opportunities to improve First Contact Resolution (FCR), Net Promoter Score (NPS), and overall customer satisfaction.

Key Attributes for Success

• Passion about the customer experience and committed to continuous improvement.
• Empathetic, composed, and confident under pressure.
• Respected leader who builds trust across levels and functions.
• Analytical thinker who balances service excellence with operational discipline.
• Visionary with the ability to scale processes while preserving personalization and care.

Qualifications

• Proven success as a people leader with 10+ years of progressive experience in customer care, client experience, or contact center operations, including at least 3 years at a Director level or higher.
• Deep understanding of end-to-end customer journey touchpoints in a luxury or high‑touch service environment.
• Experience managing escalations, high‑stakes resolutions, and customer recovery at the executive level.
• Strong operational and strategic acumen; able to analyze data to drive decisions and process improvements.
• Collaborative leadership style with the ability to influence cross‑functional partners and executive stakeholders.
• Exceptional communication, conflict resolution, and coaching skills.
• Ability to thrive in an on‑site leadership role that requires hands‑on support, team visibility, and interdepartmental alignment.

Arhaus is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Arhaus is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Arhaus are based on business needs, job requirements, and individual qualifications, without regard to race, color, sex, sexual orientation, gender identity, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Arhaus will not tolerate discrimination or harassment based on any of these characteristics. Arhaus encourages applicants of all ages.

AI CODE OF CONDUCT

At Arhaus, we believe great hiring starts with authentic human connection. Throughout your candidate experience, you will be engaging with real recruiters, hiring managers, and interviewers who are focused on getting to know you, your experiences, skills, perspectives, and potential. We encourage candidates to use AI to support resume refinement, interview preparation, brainstorming, and communication. All application materials, assessments, and interview responses must accurately reflect your own experiences, qualifications, and capabilities. We ask that you participate in phone and virtual interviews without using AI to develop your responses. To protect the integrity of our hiring process and the confidentiality of information shared during interviews, candidates may not record, transcribe, or use AI‑powered note‑taking tools during interviews. We expect all candidates to participate in the hiring process with honesty and integrity. For take‑home assignments or role‑specific assessments where AI use is permitted, we request transparency on which specific tools were used and how the tools were used and expect an explanation of your approach, contributions, and decision‑making.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.